Analisis Pelayanan Publik di Sistem Administrasi Manunggal Satu Atap (Samsat) Kota Bengkulu
Abstract
This research examines public services in a PERSERO government institution, namely SAMSAT Bengkulu City. The obstacle in providing public services at SAMSAT in Bengkulu City is the limited ability of human resources who have competence in the field of information technology so that there are delays in recording identity changes and expanding the identity of motorized vehicles. The aim of this research is to ensure and expedite the implementation of Bengkulu City SAMSAT public services and find out the challenges faced by Bengkulu City SAMSAT officers in providing public services. The method in this article uses a qualitative approach with descriptive research type. The results of the study in this article are public services provided by Bengkulu City SAMSAT related to Tangible, Reability, Responsive, Assurance, Empathy. The real aspects studied include facilities and infrastructure, employee appearance. The reliability aspects studied are the reliability of officers in providing information, the reliability of officers in carrying out SOPs. The responsive aspect examined is the response of officers, the response of service officers to service recipients. The aspects of guarantees studied are tight time guarantees and cost guarantees. The aspects of empathy that were studied were the attention of service officers, the concern of employees, and friendliness of the staff.
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