ANALISIS KUALITAS PELAYANAN PUBLIK DI KANTOR KELURAHAN WONOREJO KECAMATAN TEGALSARI KOTA SURABAYA 

ANALYSIS OF THE QUALITY OF PUBLIC SERVICES IN WONOREJO ADMINISTRATION OFFICE, TEGALSARI DISTRICT, CITY OF SURABAYA

Pelayanan publik merupakan indikator penting untuk melaksanakan kegiatan pemerintahan, maka dari itu untuk mewujudkan pelayanan publik yang baik dibutuhkan kerjasama yang baik antara pemberi layanan dan penerima layanan. Masyarakat yang kurang nyaman dan kurang puas saat melakukan pelayanan menjadi alasan diperlukan adanya peningkatan kualitas pelayanan, khususnya di Kelurahan Wonorejo yang menjadi salah satu pelaksana pelayanan publik di Surabaya. Artikel ini bertujuan untuk mendeskripsikan kualitas pelayanan publik di Kantor Kelurahan Wonorejo Kecamatan Tegalsari Kota Surabaya. Metode penelitian yang digunakan adalah metode deskriptif dengan pendekatan kualitatif. Fokus penelitian ini adalah menganalisis kualitas pelayanan publik yang diukur melalui teori pelayanan publik menurut Parasuraman dkk; tangibles, reliability, responsiveness, assurance, dan empathy. Teknik pengumpulan data dilakukan dengan wawancara, observasi secara langsung, dan dokumentasi. Teknik analisis data penelitian ini menggunakan model interaktif menurut Miles dan Huberman diantaranya,  kondensasi data, penyajian data, dan penarikan kesimpulan. Hasil penelitian menunjukkan bahwa Kantor Kelurahan Wonorejo telah memenuhi beberapa dimensi yaitu; responsiveness, karena pegawai sigap untuk membantu masyarakat yang membutuhkan bantuan, assurance, karena adanya petugas keamanan dan pegawai dapat memenuhi jangka waktu yang telah dijanjikan. Namun, terdapat beberapa dimensi yang belum terpenuhi yaitu tangibles, dikarenakan fasilitas yang ada kurang memadai dan sering adanya gangguan server pada mesin pelayanan, reliability, karena belum disediakan informasi mengenai alur pelayanan , dan empathy, karena terdapat pegawai yang bersikap kurang ramah sehingga menyebabkan menurunnya tingkat kenyamanan dan kepuasan dari masyarakat.

Kata Kunci: Pelayanan Publik, Kualitas Pelayanan, Kelurahan Wonorejo Surabaya

Public services are important indicators for carrying out government activities, therefore to realize good public services, good cooperation is needed between service providers and service recipients. People who are less comfortable and less satisfied when services are provided is the reason why it is necessary to improve the quality of services, especially in Wonorejo Administration Office which is one of the implementers of public services in Surabaya. This article aims to describe the quality of public services at the Wonorejo Administration Office, Tegalsari District, Surabaya City. The research method that has been used is a descriptive method with a qualitative approach. The focus of this research is to analyze the quality of public services as measured by the theory of public services according to Parasuraman et al; tangibles, reliability, responsiveness, assurance, and empathy. The data collection technique is done by interviews, direct observation, and documentation. The data analysis technique of this research using an interactive model according to Miles and Huberman including, data condensation, data presentation, and drawing conclusions. The results showed that the Wonorejo Administration Office had fulfilled several dimensions, namely; responsiveness, because staff are quick to help people who need assistance and assurance, because there are security officer and staff can complete within the specified time. However, there are several dimensions that have not been fulfilled, namely; tangibles, due to inadequate facilities and frequent server disturbances on service machines, reliability, because information regarding service flow has not been provided, and empathy, because there are staff who are not friendly, which causes a decrease in the level of comfort and satisfaction of the local community.

Keywords: Public Service, Service Quality, Wonorejo Administration Office