VOlUME 06 ISSUE 01 JANUARY 2023
1I Made Sumada,2Putu Shuarsini
1Dr Associate Proffesor of Public Administration, Ngurah Rai University, Bali
2Magister Of Public of Public Administration, sitas Ngurah Rai University, Bali
DOI : https://doi.org/10.47191/ijsshr/v6-i1-93Google Scholar Download Pdf
ABSTRACT
The purpose of the study was to determine the quality of public service at the Badan Pengelolaan Keuangan dan Pendapatan Daerah Kabupaten Buleleng and to determine the factors that influence the quality of public service at Badan Pengelolaan Keuangan dan Pendapatan Daerah Kabupaten Buleleng. The data where analyzed qualitatively descriptively to provide an overview of the research problem. In collecting data, the methods used are observation, interviews, and trough questionnaires. The results of the study on the 5 indicators that exist in the quality of public service at Badan Pengelolaan Keuangan dan Pendapatan Daerah Kabupaten Buleleng are physical evidence (tangibles), reliability (reliability), responsiveness (responsiveness), assurance (assurance), attention ( ampathy). In addition, the factors that influence the quality of public service at Badan Pengelolaan Keuangan dan Pendapatan Daerah Kabupaten Buleleng are Human Resources and the discipline of service officers. Badan Pengelolaan Keuangan dan Pendapatan Daerah Kabupaten Buleleng is currently not optimal in providing service to the community because there are still services that are still not good so it still needs to be improved.
KEYWORDS:Quality of Public Service
REFERENCES
1) Arikunto, Suharsimi, 2002. Research Procedures, Rineka Cipta, Jakarta.
2) Atep, Adya Bharata. 2004. Fundamentals of Excellent Service. Jakarta: Elex Media Komputindo.
3) Battinggi, Ahmad, 1997, Public services, Unhas, point of view.
4) Kurniawan, Agung, 2005. Public Service Transformation. Yogyakarta: Renewal. Narbuko and Achmadi, 2002, Research Methodology, PT. Earth Script, Jakarta.
5) Moekijat, 1985, Personnel Management, ghalia Indonesia Balai Pustaka, Jakarta. Moenir, A. S, 1992. Public Service Management in Indonesia. First Print, Publisher PT. Earth Script, Jakarta.
6) W.J.S Poerwadar Minta, 1979, Indonesian General Dictionary, Balai librarian, Jakarta.
7) Grab it, Fredy. Measuring Techniques and Strategies to Increase Customer Satisfaction, PT Gramedia Pustaka Utama Jakarta. 2002.
8) Sianipar, JPG. 2000. Community Service Management, Jakarta. State Administration Institute.
9) Sinambela, Lijian Poltak, et al. Public Service Reform. PT Bumi Aksara Jakarta 2005.
10) Sugiono, 2002, Administrative Research Methods, Alfabeta Publisher, Bandung. Supranto, J. 2001.
11) Measuring the Level of Customer Satisfaction, Rineka Cipta, Jakarta. Tangkalisan, 2005, Public Management, PT Gramedia Widyasarana Indonesia, Jakarta.
12) Tjiptono, Fandy. 2000. Service Management. Yogyakarta: Andi Offset.