The Analysis Of Public Service Quality In The Issuance Of Police Clearance Certificate (SKCK) At Lamandau Police Resort
DOI:
https://doi.org/10.70074/sociopolis.v1i1.62Keywords:
Quality, Public Service, Lamandau Police ResortAbstract
This research aims to analyze the quality of public services at the Lamandau Police Station based on five Servqual dimensions, namely tangibility, reliability, responsiveness, assurance and empathy. Data was collected through a survey of 200 community respondents who used services at the Lamandau Police Station. The research results show that there is a gap between people's perceptions and expectations in all dimensions, with the largest gap found in the dimensions of empathy and responsiveness. Although physical facilities and officer competency are adequate, the community wants improvements in terms of quicker response and better attention to individual needs. These findings provide a basis for improving the quality of service at Lamandau Police with a priority on increasing the dimensions of empathy and responsiveness to increase public trust in the institution. It is hoped that this research can contribute to the development of better public services in the Police sector.
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