ANALISIS DAMPAK PERILAKU BIROKRAT TERHADAP KUALITAS LAYANAN MASYARAKAT

Abstract

This study aims to analyze the impact of bureaucrat behavior on the quality of public services so that it canbecome a reference in efforts to improve public services which are an urgent need of the community but far from theexpectations of bureaucratic reform. The approach in this study is a quantitative descriptive approach with data collectionthrough observation, interviews and questionnaire entries then analyzed by descriptive statistical techniques. The resultsof this study indicate that bureaucrat behavior generally has a large impact on the quality of public services. Discipline,deft and fair and non-discriminatory behavior will make the quality of community service good and satisfying and viceversa if it is not disciplined, slow and discriminatory, it will make the quality of community service worse.