Analisis Kualitas Pelayanan UPT – Perlindungan Perempuan dan Anak (PPA) Dinas Pemberdayaan Perempuan Perlindungan Anak Pemberdayaan Masyarakat (DP3APM) Kota Medan

Abstract

Social services are programs or actions that employ professionals or experts involved in restoring, maintaining, and improving the functioning of individuals, families, and communities to achieve social welfare goals. This is in line with the establishment of UPT-PPA, which is a technical implementation unit formed by the local government to provide services to women and children affected by discrimination, violence, special protection and other problems. In carrying out the function of providing services, experts or staff or specialized agencies must actually provide services in accordance with their functions. That way to see the quality of service provided by UPT-PPA can use service quality indicators using the SERVQUAL method according to Parasuraman. This study aims to determine and analyze how the quality of UPT-PPA services at the Medan City Office (P3APM), Key informants in this study amounted to 1 person consisting of the Head of UPT-PPA at the Medan City Office (P3APM), the main informants in this study consisted of 4 people, namely service recipients, additional informants in this study were 3 people consisting of experts / staff at UPT-PPA. Data collection techniques in this study are primary data collection techniques using interviews, observation, documentation and secondary data collection techniques by means of literature studies and field studies. The data obtained in the field is analyzed qualitatively to obtain conclusions. The results of this study indicate that the quality of UPT-PPA services at the Medan City Office (P3APM) can be said to be achieved, this can be seen when researchers use 5 indicators of service quality using the Parasuraman approach, including: Tangiable (tangible), based on the physical appearance of UPT-PPA facilities and infrastructure at the Dinas (P3APM) of Medan City, it looks good, clean. Reability, based on the results of interviews conducted with the main informants, it explains the reliability and ability of officers and experts provided to service recipients as promised and well resolved. Responsiveness, this aspect of responsiveness is seen when services are provided, officers and experts are fast, alert and responsive when someone reports and tells the case experienced by the service recipient. Assurance (confidence), the confidence given to officers or experts to resolve cases is said to be good, this can be seen from the results of interviews and observations where the officers reflect good knowledge and moral attitudes and are friendly. Empathy (care), concern from officers and experts can be seen when officers provide solutions to resolve the case at hand, for example by recommending psychologist counseling at UPT-PPA.