KUALITAS PELAYANAN PENGADUAN PELAYANAN PUBLIK DI KANTOR LEMBAGA LAYANAN PENDIDIKAN TINGGI WILAYAH II PALEMBANG

MANURUNG, OKTA TRIANA and Mardianto, Mardianto and Imania, Katriza (2022) KUALITAS PELAYANAN PENGADUAN PELAYANAN PUBLIK DI KANTOR LEMBAGA LAYANAN PENDIDIKAN TINGGI WILAYAH II PALEMBANG. Undergraduate thesis, Sriwijaya University.

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Abstract

Public complaint service is the submission of a complaint/complaint from a service recipient regarding dissatisfaction with the service received which is placed in oral or written form. This study aims to find out how the Quality of Public Complaint Services at the Office of the Higher Education Service Institute Region II Palembang. The type of research used in this research is descriptive method using a qualitative approach. Data collection techniques used during the study were interview, observation and documentation techniques. The theory used in this study is the theory according to Zeithaml, Parasuraman and Berry to determine the quality of service, namely; Tangible (tangible), Reliability (Reliability), Responsiveness (responsiveness), Assurance (Assurance) and Empathy (Empathy). The results of this study indicate that the quality of service at the LLDIKTI Regional II Palembang office has not been maximized related to the indicators in the service quality dimension explaining that the services provided have not been in accordance with customer expectations. The results of this study provide recommendations; (1) Maximizing the socialization media on how to use the complaint service in accordance with the applicable SOPs through ldikti Care and available websites. (2) Empower existing employees in the complaint service department to maximize service quality. (3) Maximizing the time for resolving complaints to comply with existing SOPs.

Item Type:	Thesis (Undergraduate)
Uncontrolled Keywords:	Kualitas Pelayanan, Pelayanan Publik, Pelayanan Pengaduan
Subjects:	J Political Science > JF Political institutions (General) > JF1338-2112 Public administration
Divisions:	07-Faculty of Social and Politic Science > 63201-State Administration (S1)
Depositing User:	Okta Triana Manurung
Date Deposited:	29 Jul 2022 06:59
Last Modified:	29 Jul 2022 06:59
URI:	http://repository.unsri.ac.id/id/eprint/75063

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