SERVICE QUALITY OF INFORMATION AND DOCUMENTATION MANAGEMENT OFFICERS (PPID) AT THE COMMUNICATION, INFORMATICS AND CRYPTOGRAPHY OFFICE OF NORTH BARITO REGENCY
Keywords:
Service Quality, Information Management and Documentation Officer (PPID), North Barito Regency.Abstract
This paper aims to explain how the Service Quality of Information Management and Documentation Officials (PPID) at the Communication, Information and Encryption Office of North Barito Regency and what factors affect Service Quality. The type of research used is a qualitative approach. Methods of data collection using interview techniques and documentation. From the results of the research conducted, it can be seen that the measurement results in 5 (five) dimensions of Service Quality for Information Management and Documentation Officials (PPID) at the Communication, Information and Encryption Office of North Barito Regency, are overall quite good. Tangible dimension (Direct Evidence) shows that the appearance of employees in serving is quite good, but there are a few challenges in the facilities and infrastructure, namely a small work space, but this is not an obstacle in optimizing the quality of services provided. Responsiveness dimension (Responsiveness) shows that fast service in providing services to the community has been carried out well, but there are few challenges related to the lack of employees in managing information and documentation, but this is not an obstacle in optimizing the quality of services provided. Assurance dimension (Guarantee) shows that security in service and the courtesy of employees has been carried out quite well. Empathy dimension (Empathy) shows that the means of communication and employee attention to customers/visitors have been implemented quite well. Reliability dimension (Reliability) shows that the accuracy of employees when serving is quite good, this can be seen from the absence of errors and complaints in providing services.
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