KUALITAS MANAJEMEN PELAYANAN ADMINISTRASI TERPADU (PATEN) BERDASARKAN PERWAL KOTA CILEGON NOMOR 35 TAHUN 2014 PADA KECAMATAN GROGOL DAN KECAMATAN PURWAKARTA

Abstract

This thesis discusses the Quality of Integrated Administration Service Management (PATEN) Based on the City Regulations of Cilegon Number 35 of 2014 in Grogol District and Purwakarta District. The problems examined in this thesis are: 1. Lack of professional human resources in Grogol Sub-district 2. Lack of supporting infrastructure for disabilities, breastfeeding rooms, children's playgrounds 3. Lack of community satisfaction in Grogol Sub-district 4. Frequent internet outages during services at Grogol Sub-district 5. Lack of public complaints regarding services 6. Lack of community satisfaction 7. Authorized officials are often absent 8. Lack of service requirements boards in Purwakarta District 9. Still cultivating the old culture of getting to know employees, service is accelerated The theory used in this study uses the theory of Zeithaml (1990: 109) The methodology of this study uses descriptive qualitative approaches. The results of this study indicate that to improve the quality of public services must use 10 dimensions of public service quality tangible, reliable, responsiveness, competence, courtesy, credibility, security, access, communication, and understanding the customer. Will be successful if the 10 dimensions are going well Suggestion Every subdistrict of Purwakarta should be installed with CCTV cameras for excellent security. Public services should be supported with complete facilities in Grogol and Purwakarta sub-districts