Analisis Pelayanan Publik Di Kelurahan Pematang Kapau Pasca Pemekaran Wilayah Kelurahan Dikecamatan Kulim Kota Pekanbaru

This study aims to determine (1) the analysis of public services at the Pematang Kapau Village Office, Kulim District, Pekanbaru City, (2) the supporting and inhibiting factors of service at the Pematang Kapau Village Office, Kulim District, Pekanbaru City. This research method is descriptive research with a qualitative approach. Qualitative descriptive research is research that aims to describe and describe events and phenomena that occur in the field and present data in a systematic, factual, and accurate manner regarding the facts or phenomena that occur in the field. Data was collected by means of observation, interviews, and documentation. Researchers used source triangulation to check the validity of research data. Data analysis in this study uses three components consisting of data reduction, data presentation, and drawing conclusions. The results of this study indicate that (1) the quality of public services at the Pematang Kapau Village Office, Kulim District, Pekanbaru City has applied the dimensions of Tangibel, Realiability, Responsiviness, Assurance and Empathy along with their indicators. However, there are several indicators that have not worked in accordance with the wishes of the community, including the inconvenience of the service place including incomplete facilities and infrastructure, the lack of expertise of employees in using service aids, and the unfriendliness of employees in the service process. (2) The inhibiting factors for the implementation of public services at the Pematang Village Office, Kulim District, Pekanbaru City are the lack of employee resources and the lack of infrastructure. While the supporting factors are the enthusiasm that employees give to each other, holding a coordination meeting or some kind of evaluation every three months and then providing an instillation of awareness to serve the community sincerely and in accordance with conscience. Another supporting factor is the existence of facilities in the form of tools to facilitate the service process