Kualitas Pelayanan Publik di Desa Mattirowalie Kecamatan Maniangpajo Kabupaten Wajo

Abstract

Pemberian layanan bagi masyarakat sudah menjadi tanggung jawab pemerintah Desa. Tanggung jawab tersebut harus dilaksanakan agar masyarakat puas terhadap kinerja pemerintah Desa, tujuan penelitian ini adalah untuk mengetahui dan menganalisis kualitas pelayanan publik di Desa Mattirowalie  Kecamatan Maniangpajo Kabupaten Wajo. Penelitian ini menggunakan Metode penelitian kualitatif sering disebut sebagai metode penelitian naturalistic karena penelitiannya dilakukan pada kondisi yang alamiah (natural setting). Hasil penelitian mengemukakan bahwa dari 5 (lima) dimensi kualitas pelayanan publik yang dikemukakan oleh Zeithmal et.al, yaitu, Tangible (berwujud), Reliability (Keandalan), Responsiveness (ketanggapan), Assurance (jaminan), Empathy (Empati) masing-masing memiliki indikator yang masih perlu dibenahi.

Providing services for the community is the responsibility of the Village government. This responsibility must be carried out so that the community is satisfied with the performance of the village government, the purpose of this study is to determine and analyze the quality of public services in the Mattirowalie Village, Maniangpajo District, Wajo Regency. This research uses qualitative research methods which are often referred to as naturalistic research methods because the research is carried out in natural conditions (natural setting). The research results suggest that of the 5 (five) dimensions of public service quality proposed by Zeithmal et.al, namely, Tangible (tangible), Reliability (Reliability), Responsiveness (responsiveness), Assurance (guarantee), Empathy (Empathy) respectively has indicators that still need to be addressed.