KUALITAS PELAYANAN UNIT PELAYANAN INFORMASI PEREMPUAN DAN ANAK DI KABUPATEN WONOSOBO

Abstrak

This research aims to find out about the Service Quality of the Women and Children Information Service Unit in Wonosobo Regency. Research on the Service Quality of the Women and Children Information Service Unit in Wonosobo Regency was carried out because there were many cases of violence against women and children in Wonosobo Regency, so the author wanted to know the quality of service provided by the Wonosobo Regency Women and Children Information Service Unit (UPIPA) to women victims of violence. and child. The method used in this research is a qualitative descriptive research method, the research techniques used are observation, interviews and documentation techniques. The data validity technique uses triangulation techniques. As a basis for research, researchers used Zeithaml's theory. The results of the research state that the quality of service from the Wonosobo Regency Women's and Children's Information Service Unit is generally good, however according to tangible indicators (physical evidence) the quality of service in the Women's and Children's Information Service Unit in Wonosobo Regency is still lacking, this is proven by the building and a room that looks unkempt, affecting the cleanliness and comfort of the place. Based on reliability indicators, the Women and Children Information Service Unit in Wonosobo Regency has provided good service, as evidenced by services that are in accordance with Operational Standards or existing mechanisms as well as competent and reliable employees so that the expected goals are achieved. For the responsiveness indicator, the Women and Children Information Services Unit in Wonosobo Regency has served people in need well, employees responded to complaints quickly and wisely and were friendly and polite. Assurance (guarantee), the Women and Children Information Services Unit in Wonosobo Regency provides security guarantees regarding the identity of victims and the credibility of employees. And empathy, that the employees of the Women and Children Information Services Unit in Wonosobo Regency have good personalities, namely a high sense of empathy towards victims of violence.