KUALITAS PELAYANAN PUBLIK DI KANTOR KECAMATAN MODAYAG KABUPATEN BOLAANG MONGONDOW TIMUR

Abstract

The provision of services that meet the standards that have been set is indeed a part that needs to
be observed. Currently, it is often felt that even the minimum service quality is still far from people's
expectations. Likewise with the Modayag sub-district government which is the first spearhead in providing
services to the community. In serving the community, the sub-district government is also inseparable from
problems related to relatively unsatisfactory service conditions. Various obstacles that exist in the field are
the cause of the ineffectiveness of service delivery at the Modayag District Office, East Bolaang
Mongondow Regency. This study aims to answer questions about quality of public services at the
Modayag District Office, East Bolaang Mongondow Regency. In this study using the dimensions of
service quality from Zeithaml. Tangible, Reliability, Responsiveness, Assurance, and Empathy. Quality
measurement aims to determine the factors of the quality of public services at the Modayag sub-district
office, East Bolaang Mongondow Regency. This study uses qualitative research methods by conducting
data collection methods by interviewing 10 informants in direct observation, looking for documents
related to research assisted by recording devices and writing instruments. The results of this study indicate
that service delivery at the Modayag District Office, North Bolaang Mongondow Regency has not been
maximized.
Keyword : Quality, Public Services