Penyelenggaraan pelayanan publik diharapkan dapat memberikan pelayanan yang sesuai dengan kebutuhan dan perubahan di berbagai bidang kehidupan. Penyelenggaraan pelayanan publik yang baik akan menambah rasa percaya masyarakat terhadap penyedia jasa. Badan Pusat Statistik (BPS) Kota Surabaya adalah salah satu instansi pemerintah yang menyediakan pelayanan publik melalui Pelayanan Statistik Terpadu (PST)/Perpustakaan. Penelitian ini bertujuan untuk mendeskripsikan kualitas pelayanan pada perpustakaan di BPS Kota Surabaya.

Penelitian ini menggunakan jenis penelitian deskriptif dengan menggunakan pendekatan kualitatif. Fokus penelitian ini berpacu pada fokus penelitian yang digunakan BPS untuk mengevaluasi kualitas pelayanan setiap tahun. Terdapat lima dimensi dari teori Prasurarman yang menjadi fokus penelitian, yaitu dimensi Responsivennes (daya tanggap), Assurance (jaminan), Tangible (fisik), Empathy (empati), dan Reliability (keandalan). Teknik pengumpulan yang dilakukan melalui tiga tahap, yaitu observasi, wawancara dan dokumentasi. Dan analisis data dalam penelitian ini menggunakan tiga komponen yang terdiri dari reduksi data, penyajian data, dan penarikan kesimpulan.

Hasil penelitian yang terkait didalam lima dimensi kualitas pelayanan publik yaitu, responsivennes (daya tanggap) keluhan pengunjung belum semuanya direspon dengan baik oleh pihak BPS Kota Surabaya, assurance (jaminan) pengunjung masih mengeluhkan kecepatan petugas dalam melayani, tangible (fisik) prasarana untuk duduk tidak mencukupi ketika pengunjung datang secara bersamaan, empathy (empati) pengunjung sudah merasa puas mengenai perhatian petugas, reliability (keandalan) masih ada data yang belum terpublikasi sesuai waktu yang telah ditetapkan.

 Saran yang dapat diberikan kepada BPS Kota Surabaya adalah penataan kembali mengenai peletakan kotak saran yang dapat dilihat pengunjung secara langsung, memaksimalkan bantuan dari mahasiswa Praktek Kerja Lapangan (PKL) untuk membantu melayani pengunjung, penambahan prasarana tempat duduk dan sikap tegas pemimpin membuat jadwal publikasi data secara berkelanjutan.

Kata Kunci : Kualitas, Pelayanan, Perpustakaan

The delivery of public services is expected to provide services that are appropriate to the needs and changes in various fields of life. Good public service delivery will increase public trust in service providers. The Surabaya Central Statistics Agency (BPS) is one of the government agencies that provide public services through the Integrated Statistics Service (PST) / Library. This study aims to describe the quality of service in libraries in BPS Surabaya.

This research uses a descriptive type of research using a qualitative approach. The focus of this research is driven by the focus of research used by BPS to evaluate the quality of service each year. There are five dimensions of Prasurarman's theory that are the focus of research, namely the dimensions of Responsiveness, Assurance, Tangibles, Empathy, and Reliability. The collection technique is carried out through three stages, namely observation, interview, and documentation. And data analysis in this study uses three components consisting of data reduction, data presentation, and concluding. type of descriptive research using a qualitative approach. The focus of this research is driven by the focus of research used by BPS to evaluate the quality of service each year. There are five dimensions of Prasurarman's theory that are the focus of research, namely the dimensions of Responsiveness, Assurance, Tangibles, Empathy, and Reliability. The collection technique is carried out through three stages, namely observation, interview, and documentation. And data analysis in this study uses three components consisting of data reduction, data presentation, and concluding.

The results of research related to the five dimensions of public service quality, namely, the responsiveness of visitor complaints have not all been responded to properly by the BPS of Surabaya City, visitors' assurance still complains about the speed of officers in serving, tangible infrastructure to sit insufficient when visitors come together, empathy visitors have satisfied with the officers' attention, reliability still has data that have not been published in accordance with the time specified.

Suggestions that can be given to BPS Surabaya are a rearrangement of the placement of suggestion boxes that can be seen by visitors directly, maximizing assistance from Field Work Students (PKL) to help serve visitors, adding seating infrastructure and a strict attitude of leaders to make a schedule of data published in a way sustainable.

Keywords: Quality, Service, Library