ANALISIS KINERJA PEGAWAI DALAM MENINGKATKAN PELAYANAN PUBLIK DI KANTOR KECAMATAN GUNUNG ANYAR KOTA SURABAYA

Abstract

This research is aimed to reveal (1) employee performance at the Gunung Anyar District office, Surabaya City (2) public services at the Gunung Anyar District office, Surabaya City (3) supporting and inhibiting factors at the Gunung Anyar District office, Surabaya City. This research used a qualitative methods. The data collecting techniques used in this research were observation, interview and documentation.  The result of the research show that (1) employee performance at the Gunung Anyar District has implemented the dimension of Work Quality, Punctuality, Initiative, Ability and Communication. However, there is one dimension did not run yet and it is Punctuality. (2) Public services at the Gunung Anyar District has implemented the dimension of Tangible, Reliability, Responsiveness, Assurance and Empathy. However, there is one dimension did not run yet and it is Reliability (3) The inhibiting factors at the Gunung Anyar District are internal and external factors. Internal factor is the unavailability of a suggestion box and external factors come from the society because they do not know the requirements for the e-ktp application and the SOP for e-ktp services. The supporting factor is the enthusiasm that employees give to each other and holding an evaluation meeting once a month. In addition, there are adequate and well function facilities and infrastructure to facilitate the service process.