Analisis Kualitas Pelayanan pada Aspek Tangible dan Reliability di Dinas Pemadam Kebakaran dan Penyelamatan Kota Bukittinggi
Keywords:
Service Quality, Tangible, Reliability, Fire Department, Emergency ResponseAbstract
This study aims to analyze the quality of service at the Bukittinggi City Fire and Rescue Service, the focus of this study is on the real and reliability aspects. This study uses a quantitative method with a descriptive approach. Data were collected through interviews, observations, and documentation studies. The results showed that the real aspect of the service had an average score of 3.37 with an adequate category, with the highest indicator being firefighters who were ready with the necessary equipment when they arrived at the fire location with a value of 3.70. From the real aspect, the public considered that there were still indicators that had a value of 2.84 with the statement that the fire department had adequate fire engines. From the reliability aspect, it had an average score of 3.53 with a good category, with the highest indicator being fast response officers in receiving fire and rescue reports with a score of 3.86. For indicators that need to be improved from the reliability aspect is the statement that officers have been trained in handling fire and rescue incidents with an average value of 2.63. This study recommends improving infrastructure and continuous training for personnel to improve service quality.
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