Respon Masyarakat Terhadap Kualitas Pelayanan Pemerintah Desa Dalam Menyalurkan Bantuan Langsung Tunai Selama Pandemi Covid-19 di Desa Lerahinga Kecamatan Lebatukan Kabupaten Lembata

MEU, Maria Magdalena (2022) Respon Masyarakat Terhadap Kualitas Pelayanan Pemerintah Desa Dalam Menyalurkan Bantuan Langsung Tunai Selama Pandemi Covid-19 di Desa Lerahinga Kecamatan Lebatukan Kabupaten Lembata. Undergraduate thesis, Universitas Katolik Widya Mandira Kupang.

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Abstract

This study aims to describe the community's response to the quality of village government services in distributing Cash Direct Assistance during the Covid-19 pandemic in Lerahinga Village. This study uses a qualitative approach. There are 15 informants. Data collection techniques using interviews, observation, and documentation. The data analysis technique used in this research is descriptive qualitative. The results showed that the tangibles aspect consisting of comfort and discipline was still not good because the facilities to provide comfort were still lacking and village officials were still not disciplined to come to the village office. While the second aspect, namely responsiveness in the form of serving the community with a friendly and polite attitude, has been carried out well by village officials, village officials who provide services quickly and precisely according to targets that need service, and respond well to every complaint made by the community. The third aspect is empathy, village officials who in carrying out services do not discriminate and still prioritize the interests of the community. Based on the results of the research, the advice given is that the Lerahinga Village Government needs to provide air conditioning or a fan in the room where the service process is carried out so that in the service process the community feels comfortable. In addition, the Lerahinga Village Government must also improve discipline when entering the office and impose sanctions on officers who arrive late.

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