ANALISIS KUALITAS PELAYANAN PUBLIK BERDASARKAN PERSEPSI PELANGGAN DAN PENGELOLA (Studi pada Kantor Pelayanan Perizinan Terpadu Kabupaten Sumbawa)

The difference of perception between law enforcement and the public in regard to quality of service is an indication that still low quality of the service received society. This research aims to analyze the quality of public service according to consumer perceptions and manager�s perception on the licensing service Office Integrated Sumbawa Regency. This research uses descriptive research methods with quantitative approach. The analysis used an ordered logit model by testing the regression coefficient test using a coefficient of determination, the statistics z (uji-z statistic), and likelihood-rasio (LR statistics-test). Based on the result analysis of the quality of public service customers and the managers shows that the quality of the service in public service office integrated permit sumbawa regency in the dimensions of the reliability, responsiveness, assurance and emphaty ignominiously partial already meet the standards of quality service compliance with the wishes of people and contributing positively and significantly to the quality of the service (service quality), while the dimension of tangible perceived not fulfill of standards of quality service compliance with the wishes and expectations of society. Simultaneously a whole dimensions variable either by virtue of perception customers and managers has met of standards of quality service (service quality) in conformity with expectation and desire society and contributing positively and significantly to the quality of the service (service quality)