Analysis Of Determinants Affecting The Quality Of Public Services
Keywords:
Accountability, Transparency, Public Participation, Internal Supervision, Quality of Public ServicesAbstract
Quality public services are a characteristic of good governance, where the performance of public servants greatly affects the quality of people's lives. Therefore, building a reliable public service management system is the duty of local governments to improve the welfare of their citizens. Improving the quality of public services is one of the reasons why the government decentralizes the authority of public service providers to the regions at the Medan sub-district office. Accountability, Transparency, Public Participation, Internal Supervision, Employee Ability, Work Facilities and Work Motivation have a positive and significant effect on the Quality of Public Services of Medan Helvetia District. In addition to Accountability and Transparency in improving public services, supervision is needed in activities carried out by the government, especially in providing services to the community. For this reason, the Helvetia Medan District Office in order to provide good quality service to the community, and increase supervision of employees, especially in the quality of public services because there are still employees who commit irregularities to provide excellent service to the community, supervision must be improved, especially in public services
References
Arief.2017. Service Marketing and Service Quality. Malang: Bayu Media Publishing
Alhadi Lubis. 2015. The Effect of Work Discipline on the Quality of Public Services at the Medan Tembung Sub-District Office, Medan City.Thesis.http://repository.usu.ac.id .accessed on November 10, 2017
Badu .2012. Public Service Management. Makassar. Teaching Materials Module
Dwiyanto, Agus. 2014. Realizing Good Governance through Public Services. Yogyakarta. Gadja Mada University Press.
Dianan Nur Safitri, Ade Rustiana 2017. The influence of employee competence, office facilities, and work discipline on the quality of service at the Semarang Regency Population and Civil Registration Office. accessed February 2017
Elisatul Rochman, Brilliant Rossy 2022. The influence of the quality of public services and service facilities on community satisfaction. PUBLIKAUMA : UMA Journal of Public Administration Sciences, 10 (1) (2022): 61-72
Fian Fandanu, Nina Oktarina 2020. The influence of work facilities, work environment and employee competence on the quality of population administration services. Retrieved June 30, 2020
Fandy Tjiptono and Gregory Chandra. 2005. Service Quality Management, Yogyakarta.
Hardiansyah, 2011. quality of public services, accompanied by concepts, dimensions, indicators, and implementation.Yogyakarta; Gava Med
Ibrahim, Amin, 2008.Theory and concept of public service and its implementation.Bandung:Mandar MajuLukman, Mediya. 2013. Public Service Agency. Jakarta: Bumi Aksara.
Jufrizen, Fadilla Puspita Hadi. 2021. The Effect of Work Facilities on Employee Performance through Work Motivation. Vol. 7 No.1, June 2021
Moenir. 2012. Public Service Management in Indonesia. Jakarta. Earth CharactersMukarom Zaenal. Like Muhibudin Wijaya. Public Service Management.2015. West Java: Media Library
Natalia Rebekah Lumempow, et al. 2015. Analysis of Service Quality Factors on Customer Satisfaction at PT. Bank Mandiri Tbk Bahu Mall Manado Branch. EMBA Journal 1275 Vol.3 No.3 Sept. 2015,Pages.1275-1286
Nurcahyo Rahmat. Yuri. 2013. TQM Total Quality Management in Industrial Engineering Perspective. Jakarta: Index.
Pasolong Harbani. 2010. Public Administration Theory, Alfabeta: Bandung Pasolong,
Hambani.2007.Theory of Public Administration. Bandung: Alfabeta.
Purnama, Nursya'bani.2006. Quality Management:Global Perspective.Yogyakarta: Ekonisia
Rahmayanti, N. 2010. Excellent Service Management. Yogyakarta: Graha Ilmu.
Ratminto &; Atik Septi Winarsih. 2009. Service Management. Yogyakarta: Student Library.
Ratminto, Atik 2005. Service Management, accompanied by the development of conceptual models, the application of citizen's charters and minimum service standards. Yogyakarta: Student Library
Rohman, Ahmad Ainur, et al. 2010. Public Service Reform. Malang: School of Democracy Program Averroes Press.
Grace Eka Safutra. 2012. Analysis of Factors Affecting Service Quality at PT. Pln Persero Long Strait Meranti Islands Regency. Thesis.http://repository.uin-suska.ac.id/1637/1/2012_2012293MEN.pdf. diaskes on 15 November 2017
Sinambela, Lijan Poltak. 2010. Public Service Reform.Jakarta: Bumi Aksara. SNI . 2011. Indonesian National Standard of Library and Librarianship. JakartaNational Library of the Republic of Indonesia
Surjadi. 2009. Public Service Performance Development. Bandung. PT Rafika Aditama.
Sutarno. 2006. Library and Society. Jakarta: Sagung Seto
Sugiyono. 2010. Administrative Research Methods, Alfa Beta: Bandung
Sirojuzilam and Kasyful Mahalli, 2010, Regional :P building, Planning, and Economy, Medan: USU Press.
Quantitative, Qualitative, and R&D Research Methods. Bandung: AFABETA, cv.
Shukri, Agus Fanar. 2009. Local Government Public Service Standards. Bantul : Discourse Creation.
Tanksan, Hassel. 2005. Public Management. Jakarta: Gramedia Widia Sarana Indonesia
Zulian, Tjptono Fandy. 2012. Service Management Realizing Excellent Service. Yogyakarta: Andy
Yamit. 2001. Quality Management of Products and Services. Yogyakarta: Ecognicity
Yulia Ratnasari, et al. 2022. The Influence of Employee Discipline, Work Facilities, and Employee Competence on the Quality of Public Services. Retrieved August 31, 2022
Wasistiono, Sadu. 2009. Capita Selecta of Local Government Management". Bandung: Focus
Downloads
Published
Issue
Section
License
This work is licensed under a Creative Commons Attribution 4.0 International License.
Simposium Ilmiah Akuntansi under the terms of a Creative Commons Attribution 4.0 International License / CC BY 4.0 This license permits anyone to copy and redistribute this material in any form or format, compose, modify, and make derivative works of this material for any purpose, including commercial purposes, so long as they include credit to the Author of the original work.
