Kualitas Pelayanan Publik di Dinas Pendidikan Kabupaten Minahasa

Abstract

This research aims to find out, describe, analyze and explain the Quality of Service in the Basic Education Sector at the Minahasa Regency Education Office. The research method used is qualitative descriptive. The number of informants in this study was 8 people. Data collection uses observation, interview and documentation techniques. Data analysis through data reduction, data presentation and drawing conclusions. The results of the research show that the basic education sector has implemented one indicator, namely the Assurance Dimension (insurance), but there are still several indicators that have not been implemented in accordance with service standards, namely the Tangible Dimension (Physical Evidence), namely discomfort in the workplace, physical office facilities that lack neatness in the work space. Responsiveness Dimension: response delays due to high workload and no clear information from employees to service recipients. Reliability There are still employees who do not take part in the training program. The Emphaty dimension is an employee's attitude that differentiates and the employee's attitude of not caring about the requests of service recipients.