KUALITAS PELAYANAN BAGIAN TATA URUSAN DALAM DI AKADEMI KEPOLISIAN SEMARANG

Abstract

This research was conducted in Division of Administration Affairs in Semarang Police Academy, because the service provided by staff Taud has not been implemented optimally. The formulation of the problem studied is how to service the part of Taud and the obstructing factor in service delivery. This research uses descriptive qualitative research method with the phenomenon taken is about the dimension of service quality of Taud part and the factors that inhibit the service. The author uses data collection techniques by interview, observation, literature study and documentation. The resource persons in the research are Taud staff, other Akpol employees and undip students. The results of this study indicate that the service of the Administration Department in Police Academy Semarang less optimal on the dimension Tangible (Direct Evidence) can be seen from the arrangement of office space is still messy, lack of air conditioning and the absence of generator engine. Reability (reliability) can be known by the lack of customer satisfaction level, Taud staff still less quickly in providing services, if someone needs help that suddenly not directly acted upon. Barriers that occur in the service of the lack of customer satisfaction with the services provided by staff Taud, office layout is still a mess, and the lack of office facilities. Suggestion that writer can convey in this research that need to have complaint submission through on call or provided suggestion box. If the Governor is not in place, temporarily may be represented by the Vice Governor so that someone who needs sudden assistance can be overcome. Arrangement of office space needs to be improved so that employees and people who visit feel comfortable and can have a positive impact on the performance of employees.