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Research Paper | Management | Indonesia | Volume 7 Issue 5, May 2018

Public Perception of the Quality of Public Service at Gowa Regency Government Office, Indonesia

Rifdan | M. Aras

Abstract: Expected service (expected service) consumers, in this case, are the public, or public and services received or perceived (perceived service) by the community or observed results. The purpose of research is to analyze (1) Is there an influence of service quality (reliability, responsiveness, assurance, empathy, and tangible) to the satisfaction of public service. The research method used is quantitative by using a questionnaire to obtain primary data of research. Variables in this research consist of reliability, responsiveness, confidence, empathy, and tangible as independent variable and variable of public service satisfaction as binding. The population in this study are Bajeng Regency of Gowa Province of South Sulawesi Province with a sample of 143 respondents used. Sampling Techniques used was accidental sampling a sampling technique. Data in this research processed by using SPSS. The results showed that of the five independent variables obtained variable reliability has a dominant positive influence on public services. This critical value indicates that increasing reliability will affect the level of public services. The positive value of reliability shows that its reliability is high, followed by the improvement of public services. In general, the image of public services in Indonesia, from ancient times until now, is more dominant on the negative side than the positive side. Many factors that cause the function to the public or public is still not so professional. The duty of the state, as well as the servants of society to change the paradigm to serve, is not to help.

Keywords: Reliability, Responsiveness, Confidence, Empathy, and Tangible

Edition: Volume 7 Issue 5, May 2018,

Pages: 1375 - 1378