Kualitas Pelayanan Publik Di Kelurahan Talikuran Utara Kecamatan Kawangkoan Utara

Abstract

This study aims to assess the quality of public services at the Talikuran Utara Sub-district Office in Kawangkoan Utara. The research employs a qualitative research method. The findings of the study are as follows: 1) Tangible : This dimension is related to facilities/ infrastructure, where the existing facilities still need to be enhanced, and comfort requires further improvement. 2) Reliability: In this dimension, the quality of public services still needs improvement, as there are several issues that need attention, such as employee discipline. 3) Responsiveness: The service in this dimension meets the expectations of service users, with both the government and employees responding well to the needs of the community. 4) Assurance: The quality of service in this dimension requires improvement in terms of timeliness and the accuracy of service delivery. 5) Empathy: The quality of service in this dimension is considered insufficient because some employees do not respond well to service users' needs, affecting the overall service experience.