Penerapan Fungsi Pelayanan Prima (Service Excellent) pada Dinas Perhubungan Provinsi Sumatera Utara

Abstract

Service excellence is a form of service that is very satisfying for service recipients. Besides providing excellent service, a secretary is also required to have a friendly attitude and smile easily. The purpose of this study was to determine the application of excellent service at the North Sumatra Provincial Transportation Office. Data collection techniques are carried out by conducting observations and interviews. From the results of this study concluded that the application of the function of excellent service (Service Excellent) at the Department of Transportation of North Sumatra Province can be said to have carried out and implemented in accordance with the theory above and with the SOP that applies to the Department of Transportation. This application shows that the importance of being committed to providing superior and sustainable services. It is hoped that all employees of the Department of Transportation will pay more attention to time management to work and to serve guests / customers so that the services carried out can run effectively and efficiently. Services carried out by all employees to customers are carried out in accordance with the SOP of the Department of Transportation, namely being attractive, polite, neat, responsible, patient, and able to explain products in the form of services in the Department of Transportation of North Sumatra Province.