KUALITAS PELAYANAN PUBLIK DALAM PEMBUATAN AKTE

Abstract

This research aimed to describe the quality of public service in birth certificate making at Department of Population and Civil Regristration, Jember Regency. This research included in decriptive research with quantitative approach. The researcher used multi item scale which was as ServQual in data analysis. The result of the research which was conducted to 97 respondents could be generally concluded as Good. Based on the ServQual calculation result it was positive 6 (+6), which meant that the hope of society was completed, four from 5 dimensions got positive value (+), except for reliablity dimension got negative value (-) that was -11