PELAYANAN KANTOR KELURAHAN SEWU KECAMATAN JEBRES KOTA SURAKARTA, PROVINSI JAWA TENGAH

Abstract

Public services at the kelurahan level are interesting to observe because their activities are in the context of meeting the basic needs of the community for goods or services and administrative services related to the interests of the community. The purpose of the study was to describe and analyze the services of the Sewu Village Office, Jebres District, Surakarta City. The research method uses descriptive qualitative. Informants are employees of Sewu Village and residents of Sewu Village. Data collection techniques using interviews, observation, and documentation. The data analysis technique uses an interactive analysis model. The data validity technique uses source triangulation. Based on the results of the research and discussion, it can be concluded that: Services at the Sewu Village Office related to Tangibles (direct evidence), Reliability (reliability), Responsiveness (responsiveness), Assurance (guarantee), and Empathy (empathy) have been implemented well enough by employees so that there is social interaction between kelurahan employees and service users. The results of this study indicate that the service in Sewu Village has been running well although it has not been maximized due to several obstacles due to inadequate facilities and infrastructure, technical constraints and existing human resources, but all of them can still be overcome so that services can run as planned. Keywords: tangible, reliability, responsiveness, assurance, and empathy.