ANALYSIS OF ADMINITRATIVE SERVICES ONE STOP IN INCREASING THE QUALITY OF PUBLIC SERVICES (STUDY OF SAMSAT OFFICE, SUMBAWA DISTRICT)
Abstract
ABSTRACT
This study aims to evaluate the improvement of public service quality at the One-Stop Single Administration System (SAMSAT) Office in Sumbawa district. Public service quality is measured through ten aspects that include security, accessibility, communication, customer understanding, responsiveness, competence, attitude, credibility, physical evidence, and reliability. The research method used is qualitative with the aim of gaining an in-depth understanding of the situation that occurs at the location under study. Qualitative data is obtained through information in the form of words, phrases, diagrams, or pictures.
The results of the research and discussion show that the quality of service at the Sumbawa Regency SAMSAT Office can be assessed through these ten aspects. Overall, service quality shows a satisfactory level, ranging from adequate physical facilities, efficient service processes, to responsiveness to user needs. However, there are still some aspects that need to be improved, such as increasing the security of facilities and data user services, as well as reducing existing weaknesses. The SAMSAT Office has also made efforts to facilitate access and communication with service users through social media and socialization activities in the community. There are personnel who are skilled and ready to assist service users in obtaining convenient access and communication.
Keywords : Analysis of One-Stop Administrative Services in Improving the Quality of Public Services Study of the Sumbawa Regency Samsat Office.
