Improving the Quality of Public Services in Developing Empathy in Sunggal District, Deli Serdang Regency

Nina Angelia, Taufik Wal Hidayat, Yurial Arif Lubis, Riri Rezeki Hariani

Abstract


The purpose of this study was to determine the improvement of the quality of public services in Sunggal District, Deli Serdang Regency. This research method is a qualitative research with data collection techniques using interviews and observation. Data analysis is done by reducing the data, presenting the data and drawing conclusions. The findings of this study are that service improvement in empathy development in Sunggal District can still be said to be good. However, the management of the E-KTP service has not been able to satisfy the community due to the limitations of forms from the center. Overall, the improvement of services on empathy development in Sunggal District has been good, seen from several indicators of empathy development. First, indicators in the ability to understand the community and second, service-oriented ability and the ability to take advantage of diversity are considered quite good by the community. The three indicators are still said to be good because service officers in Sunggal District are able to understand the needs and complaints of the community quickly and are responsive to community questions.

Keywords


Quality, Public Service, Empathy

Full Text:

PDF

References


G. Eason, B. Noble, and I.N. Sneddon, “On certain integrals of Lipschitz-Hankel type involving products of Bessel functions,” Phil. Trans. Roy. Soc. A, Pasuraman. (2010). Manajemen Pelayanan Umum di Indonesia, Edisi Revisi. Jakarta : Bumi Aksara

Bogdan dan Taylor. (1989). Metode Penelitian Kualitatif. Bandung: Remadja Karya

Howe, D. (2015). Empati : Makna dan Pentingnya. Pustaka Pelajar, Yogyakarta.

Hardiyansyah. (2011). Kualitas Pelayanan Publik Konsep, Dimensi,indikator dan Implementasinya. Yogyakarta: Gava Media

Istianto, Bambang. (2011). Manajemen Pemerintahan dalam Perspektif Pelayanan Publik. Jakarta: Mitra Wacana Media Dengan STIAMI

Jiptono, Fandy. (2012). Service Manajemen Menuju Layanan Prima. Yogyakarta: Andi

Kotler, Philip. (2002). Manajemen Pemasaran di Indonesia : Analisis, Perencanaan, Implementasi dan Pengendalian. Jakarta: Salemba Empat.

Kadir, Abdul. (2016). Studi Pemerintahan Daerah dan Pelayanan Publik. Medan: CV. Dharma Persada Dharmasraya

Kurniawan, Agung. (2005). Transformasi Pelayanan Publik. Jakarta: Pembaruan

Lukman, Sampara. (2000). Manajemen Kualitas Pelayanan. Jakarta: STIA LAN Press

Matravers, D. (2017). Empathy, New York : Willey.

Mercen, S.W & Reynolds, W.J. (2002) Empathy and quallity of care. The british journal of general practice : The journal of the royal college of general practitioners, 52 suppl (suppl), S9-12. Retrieved from http: // www.ncbi.nlm. Nihgov/pubmed/12389763

Mulyadi, Deddy. (2015). Study Kebijakan Publik dan Pelayanan Publik. Bandung: Alfabeta

Mutiarin, Dyah. (2014). Manajemen Birokrasi dan Kebijakan. . Yogyakarta: Pustaka Pelajar

Milles, Matthew B and A Michael Huberman. (2005). Qualitative Data Analisis (terjemahan). Jakarta: UI Press

Rogers,E.M. (2003). Disffusion of innovations. New York : Free Press.

Moleong,LexyJ.(2007). Metode Penelitian Kualitatif. Bnadung: PT Remaja Rosdakarya

Ratminto & Atik Septi Winarsih. (2007). Manajemen Pelayanan. Yogyakarta: Pustaka Pelajar

Taufik. (2013). Empati pendekatan psikologi sosial. Jakarta: Rajawali Pers




DOI: http://dx.doi.org/10.52155/ijpsat.v30.1.3860

Refbacks

  • There are currently no refbacks.


Copyright (c) 2022 Nina Angelia, Taufik Wal Hidayat, Yurial Arif Lubis

Creative Commons License
This work is licensed under a Creative Commons Attribution 4.0 International License.