Kualitas Pelayanan Publik Di Kelurahan Wangurer Utara Kecamatan Madidir Kota Bitung

Abstract

This study aims to analyze and describe the Quality of Public Services at the Wangurer Utara Village Office, Madidir District, Bitung City. The research method used is descriptive qualitative. With research indicators, namely procedures and flow of service requirements, Employee Discipline, and service fairness. The results of the study indicate that: the procedures and flow of public services in this indicator found that the flow of public services in the administration section is still not running optimally, this is caused by officers who still do not understand the procedures or flow of public services in the Wangurer Utara Village, Then on the employee discipline indicator the researcher found that not all employees in the Wangurer Utara Village office are disciplined in carrying out their duties and functions and not all employees in the Wangurer Utara Village come according to working hours and on the indicator of expectations in providing services the researcher found that in providing services to the community it is not completely fair this is caused by employees who still prioritize relatives compared to the community who have been waiting for a long time. Therefore, in Wangurer Utara sub-district, there is a need to increase human resource capacity, supervision of work discipline, and application of the principle of justice in public services in Wangurer Utara sub-district so that services can run more effectively, efficiently, and fairly.