STRATEGI PENINGKATAN KUALITAS PELAYANAN PUBLIK (Studi Deskriptif tentang Strategi Polrestabes Surabaya dalam Meningkatkan Kualitas Pelayanan Pembuatan Surat Keterangan Catatan Kepolisian)

The purpose of the research is to know the service qualityof making a statement of police report and to know what strategies are used by Polrestabes Surabaya to increase service quality of making a statement of police report . this research used qualitative research with descriptive type. Location of the study conducted in Polrestabes Surabaya. Informants were selected in this study is KBO Intel, Kaurmin, Pembantu benma, executive officers and the public applicant. technique of determining informant do by purposive sampling for party service providers through the key informant and accidental random for the community. Mechanical determination informant done by purposive sampling for other service providers through the key informant and accidental random for the community. The data was obtained through interviews, observation and documentation. The collected data obtained through interviews, observation and documentation. Data analysis using data reduction, data presentation and conclusion. Mechanical inspection and validity of the data used is triangulation. The results from this study indicate the service of making a statement of police report in Polrestabes Surabaya is good enough. Various efforts have been made by the Satintelkam Polrestabes Surabaya to improve service quality by using various strategies, the strategy of service quality or services maintain customer satisfaction strategy, and a strategy for human resources in organizatio