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YULIANTI, IRMA (2010) PERSEPSI MASYARAKAT TERHAD APKUALITAS PELAYANAN PUBLIK(Kelurahan Long Ikis, Kabupaten Paser, Kaltim). Other thesis, University of Muhammadiyah Malang.


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Public perception of the quality of public service very much associated with rapid developments and information received by the community. Community have been able to rapidly assess all existing event or events. Perception is the interpretation of the information or stimuli received through the senses (Viatrie: 2008). Public service or excellent service which is professional competence of services that include elements such as, standard time, place, cost, quality and procedures established for completing each task in giving service and other elements. Where the perception is positive or negative perceptions of society depends on the quality of services provided. The purpose of this study is to determine how the public perception Ikis Long Village, Long Ikis District, District Paser to quality public services. This research is descriptive quantitative. The population in this study is the community district. Long Ikis Kel. Long Ikis Kab. Kaltim darts which administers resident identity card or residence other administrative requirements, while the sample of 60 people. The type of sample used is incidental sampling. The data collection method using a scale of attitudes to service quality scale that amounted to 108 items. Data collection was conducted on April 5 to April 13, 2010. Data analysis method used is the percentage who assisted with the program SPSS 12.0 for windows. From the research, shows that public perceptions of the quality of existing public services dikelurahan Ikis Long, Long Ikis County District Paser still not maximum, of 60 resonden Where there is 55% or 33 respondents who have a positive perception and 45% or 27 respondents who have a perception negative. Where the views of some aspects of quality of service which are lacking in the service in the village office of Long Ikis, namely to service existing 50% or 30 people have negative perceptions towards the cost of fairness aspect. There were 46.7%, or 28 people have negative perceptions regarding aspects of efficiency. There were 41.7% or 25 people have negative perceptions of honesty and trust and the standard service time. There are 35% or 21 people have negative perceptions tehadap willingness to serve and politeness. There were 31.7% or 19 people have negative perceptions of legal certainty. There are 30% or 18 people have negative perceptions of knowledge and expertise.

Item Type: Thesis (Other)
Subjects: H Social Sciences > H Social Sciences (General)
Divisions: Faculty of Psychology > Department of Psychology (73201)
Depositing User: Rayi Tegar Pamungkas
Date Deposited: 15 Mar 2012 10:06
Last Modified: 15 Mar 2012 10:06

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