The Quality of Public Services in the Education Office of Mataram City

DOI

10.2991/assehr.k.200827.001How to use a DOI?

Keywords

public service, administration, service quality

Abstract

Service quality is a key factor in the public service section and is the main barometer in measuring the success of a leader in mobilizing and directing all the potential within the organization. This study aims to describe the quality of public services for administrative services at the Mataram City Education Office by using five service quality indicators by Parasuraman and Berry (1988): Reliability, Responsiveness, Assurance, Empathy, and Tangibility. The data analysis technique used in this study is an interactive model analysis technique. The results showed that the implementation of public services at the Mataram City Education Office did not meet the expectations of service users (customers). Some constraints such as the internal system of the organization, inadequate facilities, and infrastructure, as well as inadequate human resources (service officers) are some of the obstacles in providing a good quality service.

Copyright

© 2020, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Harsanah Harsanah
AU  - S. William
AU  - Dadi Setiadi
PY  - 2020
DA  - 2020/08/28
TI  - The Quality of Public Services in the Education Office of Mataram City
BT  - Proceedings of the 1st Annual Conference on Education and Social Sciences (ACCESS 2019)
PB  - Atlantis Press
SP  - 1
EP  - 3
SN  - 2352-5398
UR  - https://doi.org/10.2991/assehr.k.200827.001
DO  - 10.2991/assehr.k.200827.001
ID  - Harsanah2020
ER  -