KUALITAS PELAYANAN PEMBUATAN SURAT KETERANGAN CATATAN KEPOLISIAN (SKCK) DI POLISI RESOR KOTA PALEMBANG

Pratama, Wisnu and Putra, Raniasa and Nisyak, Hoirun (2018) KUALITAS PELAYANAN PEMBUATAN SURAT KETERANGAN CATATAN KEPOLISIAN (SKCK) DI POLISI RESOR KOTA PALEMBANG. Undergraduate thesis, Sriwijaya University.

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Abstract

This research entitled "Quality of making Police Record Letterin Palembang City Resort Police". The background of this research is the length of the process of completing the making of the Police Record Letter, the lack of service facility that hinders the service process, and the delay of the officer in processing the data. The services provided include the making of Police Record Letter. Research methods that were used descriptive research is the method with quantitative data. Samples to be taken a total of 61 respondents an applicant Police Record Letter. The collection of the data used was interview, observation, questionnaire, and documentation. Which used data analysis by the writers of namely using analysis SERVQUAL (Service Quality) of Zeithaml and friends, by counting the expectation score with perception of the applicant. The measurement of the level of quality of services in the model this analysis based on a few items.The gap between perception and expectation is based on five dimensions: Tangibles, Reliability, Responsiveness, Assurance, and Empathy. The results obtained from the calculation by SERVQUAL method known that the quality of Police Record Letter service in Palembang City Resort Police has a negative score for the dimension of Tangibles, Assurance and Empathy. These results include negative gap which means the applicant’s expectation is greater with the perception felt by the applicant so that the quality of the Police Record Letter service in the Palembang City Resort Police on the three dimensions are not good. For positive score is found in the Responsiveness and Reliability dimensions. These results include a positive gap which means perceived perceptions exceed the desired expectations, so the quality of service in Palembang City Resort Police on both dimensions are said to be very good.Based on these findings, should improve the comfort services in facilities such as waiting room facilities, improve services quickly, not discriminatory, and must provide timely service guarantee.

Item Type:	Thesis (Undergraduate)
Uncontrolled Keywords:	Service Quality, Police Record Letter
Subjects:	J Political Science > JK Political institutions (United States) > JK1-9993 Political institutions and public administration (United States)
Divisions:	07-Faculty of Social and Politic Science > 63201-State Administration (S1)
Depositing User:	Mrs Sri Astuti
Date Deposited:	23 Oct 2019 04:27
Last Modified:	23 Oct 2019 04:27
URI:	http://repository.unsri.ac.id/id/eprint/12632

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