ANALISIS KUALITAS PELAYANAN DINAS PEMADAM KEBAKARAN KOTA SURABAYA

Abstract

Creating Good Governance is the role of the Government to improve the welfare of the
community. For the essence of government is public service. The Fire Department is an
agency of local government office which is engaged in the social community services,
particularly services in the handling of the fire hazard. The purpose of this study was to
determine the quality of service in the fire department of Surabaya in accordance with
service quality dimensions of Agus Dwiyanto namely: the attitude of the officer, the
procedures, time, facilities and services. Informants were taken are the people who never
get the services and Surabaya City Firefighters. In the method of data collection, the
researchers used primary data by using a questionnaire to the informant. The results showed
that the quality of service at the Fire Department in Surabaya based on five dimensions of
service quality in general has not been fulfilled optimally. Particularly on indicators of
responsiveness officer, indicators ease of the procedure, according to SOP service indicator
and service satisfaction indicators get low grades. Therefore, the Government Office of
fires are expected soon as possible to fix the procedures and services as well as the attitude
of officers to serve the community with optimal namely by providing training and
education to the intense fire officials that the ability and insight to grow.
Keywords: quality, service