Kualitas Pelayanan Berbasis Aplikasi Berkas Mlaku Dewe (Bmw) Di Kantor Kecamatan Sukodono Kabupaten Sidoarjo

Abstract

This research was based on the application service usage of Berkas Mlaku Dewe or BMW, the
implementation of this application service had been established by Sub-District Sukodono Office, Sidoarjo
Regency since 2015. BMW owned by Sukodono Sub-District Office Sidoarjo Regency. Based on the
purpose of this study is to examine the quality of Service Based Application Berkas Mlaku Dewe (BMW)
at Sukodono Sub-District office Sidoarjo Regency. This is a descriptive qualitative study using the
technique of data collection namely, observation, interview, and documentation. The location of this
research was conducted at Sukodono Sub-District office Sidoarjo Regency. The focus of this research is
based on five-dimensional theory about service quality by Parasuraman. In this case, there are 5 research
points being used, they are: (1) Tangibles; (2) Reliability; (3) Responsiveness; (4) Assurance; (5) Empathy.
The study found out that, 1) The tangible point is considered as good enough; 2) The reliability has been
conducted in accordance to the service procedure; 3) The responsiveness has been good; 4) The assurance
has been constantly getting better according to the observation; 5) The empathy also could be concluded
as good enough and clear in delivering information.