Kualitas Pelayanan Publik Terhadap Kinerja Pegawai Pada Kantor Kelurahan Paccerakkang Kecamatan Biringkanaya Kota Makassar

Abstract

This study aims to determine the quality of public services on employee performance and to determine what factors influence the quality of public services at the Paccerakkang Village Office, Biringkanaya District, Makassar City. This study uses a qualitative method with a descriptive approach to describe the real conditions that occur in the field. Data collection techniques are carried out through observation, interviews, and documentation. Informants in the study amounted to 7 people consisting of 3 community members as service users, 1 village head, 1 village secretary, and 2 village staff employees. Data analysis techniques used are data reduction, data presentation, and drawing conclusions. The results of this study indicate that the Quality of Public Services on Employee Performance at the Paccerakkang Village Office, Biringkanaya District, Makassar City runs in accordance with applicable procedures seen from the indicators: Tangibles (physical evidence), Reliability (reliability), Responsiveness (responsiveness), and Empathy (Attention) have been running well. However, the assurance aspect is still not running optimally. A factor influencing service quality is awareness, where employee attitudes and awareness reflect a strong sense of responsibility, concern, and commitment to providing excellent service, which has been proven to influence the way services are delivered to the public. Awareness encourages employees to remain disciplined, adhere to regulations, and maximize their existing skills and abilities