Quality of Public Services at the "Pusyan Gatra" Service Unit of the Situbondo Regency Population and Family Planning Control Office

Abstract

One of the government agencies that provide services to the public is the health care service reproduction and information about the family is the Population and Family Planning Office of Situbondo Regency. In order to reach all communities to all corners easily, the provision of services is centralized through the service unit "Pusyan Gatra" spread across 17 sub-districts. The service unit "Pusyan Gatra" or Center for Prosperous Family Services is a program inaugurated by the Population and Family Planning Agency in April 2012. In the opinion of Zeitamhl and Parasuraman, who explained that to know the quality of services will be perceived tangibly by the community, there must be the primary indicator of satisfaction which lies in 5 (five) dimensions; Tangibles, Reliability, Responsibility, Assurance, and Empathy. However, it turns out that the implementation of services in the service unit "Pusyan Gatra" has not fully satisfied the community as a service user. Researchers found problems with community complaints belonging to several service groups from officers or extension workers of the service unit "Pusyan Gatra". Counselling, mentoring, and counseling services with counseling materials usually routinely carried out according to a composed schedule is hampered. This research is a descriptive study with a qualitative approach that presents factual, systematic, and accurate data on these facts or phenomena. The primary data got from interviews with informants. Secondary data is taken from a review of factual data in the service unit "Pusyan Gatra" related to services provided in the service unit and data on performance achievement or service success until 2020. The data collection techniques used to produce subjective data are observation, interview, and documentation. The results showed that the quality of service in the service unit "Pusyan Gatra" of Mangaran and Anchor Sub-districts is by the dimensions Tangible, Reliability, Empathy (empathy), and Assurance (Guarantee) since the formation of the service unit in 2015 to 2019. Researchers found discrepancies in the field about the services of the "Pusyan Gatra" service unit in Mangaran and Anchor Sub-districts with the dimension of responsiveness that occurred from the beginning of 2019. The implementation of public services in the service unit "Pusyan Gatra" is considered not by the community's expectations as a service user. It needs to be improved by improving the quality of services. It is related to the empowerment of human resources as an ASN apparatus and increasing cooperation between ASN apparatus in the Situbondo Regency Population and Family Planning Office. Internal supervision also needs to be carried out on an ongoing basis in order to be able to improve and improve the quality of services with several innovations in the service unit "Pusyan Gatra" of Mangaran and Anchor Districts.

Keywords: Quality of Public Services, Pusyan Gatra Service Unit DPPKB