Public Service Quality to Improve Public Satisfaction in Religious Affairs Office, Cilawu District, Garut District
Abstract
The purpose of this research is to find out the types of public services in the Cilawu District Religious Affairs Office, to understand the pattern of service used in the Cilawu District Religious Affairs Office, to identify factors that are influencing the quality of public services, and to analyze the quality of public services in the Cilawu District Office of Religious Affairs using the SERVQUAL method. This research shows that the Cilawu District Religious Affairs Office offers governmental, public, and general services to the public. Also, the pattern of service used in the Cilawu District Religious Affairs Office is the old public administration. Next, factors that influence the quality of public services in the Cilawu District Office of Religious Affairs are work motivation, communication skills, work experience, responsibility, leadership, and work environment. Lastly, the service quality at the Cilawu District Religious Affairs Office is good since the five aspects of SERVQUAL have positive feedback from the public.
Downloads
References
Ainiyah, AR. Productive Zakat Distribution Activities for MSME Empowerment in Lazismu Gresik Regency. Surabaya, 2021
Al-Fikry, MI. Village Service System in Community Perspective (Case Study of Public Services in Samir Village, Sat Sampeyan District, Gresik Regency). Surabaya, 2018.
Ardhani, AF. Organizational Flexibility Strategy in Efforts to Maintain Physical Capability during the COVID-19 Pandemic for Employees of the Office of the Ministry of Religion in Surabaya City. Surabaya, 2020
Ashanti, IR. The Classical Public Administration Paradigm. Jakarta, 2018.
Hamka. Interpretation of Al-Azhar. Changi: National Library of PTE Ltd, 1965.
Hardiyansyah. Public Service Quality. Yogyakarta: Gava Media, 2018.
Kusmarni, Y. Case study. Yogyakarta: UGM Press, 2012.
Merriam-Webster. (2022, January 12). Merriam-Webster Dictionary. Retrieved from Merriam-Webster: https://www.merriam-webster.com
Panjaitan, JE. “The Influence of Service Quality on Customer Satisfaction at JNE Bandung Branch,” DeReMa Journal of Management, (2016) 265-289.
Putra, DG. The Effect of Service Quality on Community Satisfaction (Study at the Blitar City Population and Civil Registration Office). Journal of Public Administration (JAP), (2015): 2118-2122.
Ruhayati. The Effect of Administrative Service Quality and Quality of Hajj Ritual Guidance on Satisfaction of Pilgrims in the Hajj Guidance Group (KBIH) Takhobbar Ketintang Surabaya. Surabaya, 2012.
Shihab, MQ. Interpretation of Al-Mishbah. Jakarta: Heart Lantern, 2002.
Wakhid, AA. “Public Service Reform in Indonesia,” Journal of TAPIs Journal of Islamic Political Aspirations Binoculars, (2017): 53-59.
Yin, RK. Application of Case Study Research. Thousand Oaks: SAGE Publishing, 2011.
Copyright (c) 2021 Proceedings of International Conference on Da'wa and Communication
This work is licensed under a Creative Commons Attribution 4.0 International License.
Author(s) who publish with this proceeding agree to the following terms:
Author(s) retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution License that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this proceeding.
Author(s) are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this proceeding.
Author(s) are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work (See the Effect of Open Access).
The Proceedings of International Conference on Da’wa and Communication by the Da’wa and Communication Faculty of the Sunan Ampel State Islamic University Surabaya, Indonesia is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
