KUALITAS PELAYANAN MALAM HARI
DI KELURAHAN EMBONG KALIASIN KECAMATAN GENTENG KOTA SURABAYA
The Quality of Nighttime Public Services in Embong Kaliasin Subdistrict, Genteng District, Surabaya City
ABSTRAK
Nama Penulis : Nur Masita Emildawati
Judul : Kualitas Pelayanan Malam Hari di
Kelurahan Embong Kaliasin
Kecamatan Genteng Kota Surabaya Bentuk : skripsi Kota : Surabaya Fakultas : Ilmu Sosial Dan Ilmu Politik Tahun : 2025
Pelayanan publik merupakan salah satu bentuk tanggung jawab pemerintah dalam memenuhi kebutuhan masyarakat, termasuk pelayanan pada malam hari yang seringkali kurang mendapat perhatian. Kelurahan Embong Kaliasin yang berada di Kecamatan Genteng, Kota Surabaya, merupakan kawasan strategis yang memiliki aktivitas masyarakat cukup tinggi hingga malam hari. Penelitian ini bertujuan untuk mendeskripsikan dan menganalisis kualitas pelayanan malam hari yang diberikan oleh aparat Kelurahan Embong Kaliasin. Penelitian ini menggunakan metode deskriptif dengan pendekatan kualitatif. Fokus penelitian mengacu pada lima indikator kualitas pelayanan menurut Kotler dan Keller, yaitu kehandalan (reliability), daya tanggap (responsiveness), jaminan (assurance), empati (empathy), dan wujud layanan (tangibles). Teknik pengumpulan data yang digunakan meliputi wawancara, observasi, dokumentasi, dan studi pustaka. Teknik analisis data dilakukan melalui tahapan pengumpulan data, reduksi data, penyajian data, dan penarikan kesimpulan. Hasil penelitian menunjukkan bahwa pelayanan malam hari di Kelurahan Embong Kaliasin cukup baik dari segi kehandalan dan empati, namun masih perlu peningkatan pada aspek daya tanggap dan ketersediaan fasilitas fisik pada malam hari. Jaminan layanan sudah terbentuk melalui kehadiran petugas secara bergiliran, meskipun belum maksimal dalam memberikan rasa aman dan nyaman kepada masyarakat.
Kata Kunci: Pelayanan Publik, Kualitas Pelayanan, Pelayanan Malam Hari, Kehandalan, Daya Tanggap, Jaminan, Empati, Wujud Layanan.
ABSTRACT
Author's Name : Nur Masita Emildawati
Title : Quality of Nighttime Public Services at
Embong Kaliasin Subdistrict,
Genteng District Surabaya City
Type : Thesis
City : Surabaya
Faculty : Social and Political Sciences
Year : 2025
Public service is one of the government's responsibilities in meeting the needs of society, including services provided at night, which often receive less attention. Embong Kaliasin, located in the Genteng District of Surabaya, is a strategic area with high community activity that extends into the nighttime. This research aims to describe and analyze the quality of nighttime public services provided by the officials at Embong Kaliasin Subdistrict. The study uses a descriptive method with a qualitative approach. The research focuses on the five service quality indicators by Kotler and Keller, which are reliability, responsiveness, assurance, empathy, and tangibles. Data collection techniques include interviews, observations, documentation, and literature study. Data analysis is conducted through the stages of data collection, data reduction, data presentation, and drawing conclusions. The research findings indicate that the nighttime services at Embong Kaliasin Subdistrict are quite good in terms of reliability and empathy, but improvements are needed in responsiveness and the availability of physical facilities at night. The assurance of services is provided through the rotation of officers, although it has not yet fully achieved a sense of safety and comfort for the public.
Keywords: Public Services, Service Quality, Nighttime Services, Reliability, Responsiveness, Assurance, Empathy, Tangibles.