Administrative Service Quality in Increasing Public Satisfaction at The Secretariat of The Office of The Gorontalo Governor

Abstract

This study aims to determine and analyze 1) the quality of administrative services in increasing public satisfaction at the Secretariat of the Gorontalo Governor's Office; 2) the determinants of the quality of administrative services in increasing public satisfaction at the Secretariat of the Gorontalo Governor's Office.This research approach is qualitative. The research method is descriptive qualitative. Data collection was carried out using interview techniques, observation and documentation studies. Data analysis techniques in this study were carried out by data reduction, data presentation and conclusion/verification.

The results showed: 1)reliability and empathy (attention) on the quality of administrative services in increasing public satisfaction at the Secretariat of the Gorontalo Governor's Office can already be realized optimally. While responsiveness, assurance, and tangible (physical evidence) on the quality of administrative services in increasing public satisfaction at the Gorontalo Governor's Office Secretariat have been realized, but not yet optimal; 2) the determinant factor of the quality of administrative services in increasing public satisfaction at the Gorontalo Governor's Office Secretariat is the capability factor of the apparatus which is a supporting factor for the realization of the quality of administrative services in increasing public satisfaction at the Gorontalo Governor's Office Secretariat. While the factors of facilities and infrastructure, as well as service systems are supporting factors as well as inhibiting factors in realizing the quality of administrative services in increasing public satisfaction at the Secretariat of the Office of the Governor of Gorontalo.