Faktor-Faktor Yang Mempengaruhi Kualitas Pelayanan Publik di BPN Kota Batam

Abstract

The main role of government agencies in the community is how the community can receive the services provided properly and be satisfied. In the implementation process, there are still several things that must be addressed so that the quality of service is maximized. As a result, this topic was chosen to find out the components that affect the quality of public services. The research applies a quantitative approach by taking direct data using a questionnaire. There were 97 respondents and then the data were processed using SPSS 16. The result is that organizational structure and employee ability have a positive impact on service quality at the Batam City National Land Agency, but not on the service facilities variable.