Comparison Service Attitudes to Servqual on Community Satisfaction Of Public Service In Palembang District

Lin, Yan Syah (2022) Comparison Service Attitudes to Servqual on Community Satisfaction Of Public Service In Palembang District. Comparison Service Attitudes to Servqual on Community Satisfaction Of Public Service In Palembang District.

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Abstract

This study aims to determine the Service Quality ID cards in Palembang to the community as a service user satisfaction. Research methods are used for descriptive Comparative Quality ID Card by looking at the Average Satisfaction perceived trend of people using the dimensions of service quality variables proposed by Zeithaml et.al (2006) ie Tangibles, Reliability, Responseveness, Assurance, and Emphaty. The findings of this study indicate that for the Quality of Service in the District of Sako better than the Seberang Ulu District. There are only two dimensions of perceived community Responseveness Less Satisfied namely, Tangibles, Assurance, Emphaty. Attitudes to Quality of Service Officers by looking at the gap between the attitude of officers of the district had the same five dimensions of society felt the Less Satisfied Courtesy, hospitality, Discipline, Communication and Responsibility. From this research shows that service quality is influenced by the attitude of service staff. For that level of intelligence in addition to having knowledge (IQ) is high a Public Service Officer must have a high emotional intelligence as well. In order to provide Services quality given satisfaction to the public as service users.

Item Type:	Article
Subjects:	H Social Sciences > H Social Sciences (General)
Divisions:	Faculty of Law, Arts and Social Sciences > School of Social Sciences
Depositing User:	Mr Edi Surya Negara
Date Deposited:	16 Jun 2022 01:43
Last Modified:	16 Jun 2022 01:43
URI:	http://eprints.binadarma.ac.id/id/eprint/11373

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