Abstract
The research method used is descriptive qualitative research that aims to describe research conducted on natural objects. The sampling technique uses purposive sampling technique. Data collection techniques used are observation, interviews and documentation. This research was conducted at the Office of the Ministry of Religion in Padang City. The focus in this study is on public service indicators including reliability, responsiveness, assurance, empathy, tangibles.Conclusion 1.) The quality of public services at the Office of the Ministry of Religion of the City of Padang is still not good, that is, there is a guarantee that the public has doubts about the officer's promise to complete the letter given. Because it was not completed on time according to the time said by the officer. then the physical evidence in terms of the completeness of the infrastructure such as laptops, printers and other assistive devices, is further upgraded and added according to the existing officers. The wifi network is not fast enough and wifi is not provided free of charge to the public. the parking facilities are quite wide but inadequate, there is no distinction between guest parking and the officers, The waiting room is quite adequate because inside there is air conditioning and the service desk has attendants, but there are still not enough seats for people who come more than ten a day while there are ten chairs. 2.) The factors of the quality of public services at the Office of the Ministry of Religion of the City of Padang are still not good, namely in terms of existing facilities such as inadequate parking because there is no difference between guest parking and officers, and also the existing parking has been filled with vehicles officers only while guests only park outside. The waiting room inside needs to change the location and add chairs so that no one is standing in line. the waiting room outside the service desk, if there are no officers working, it's better to just remove it and add chairs and need a fan / air conditioner. For wifi, a password and token must be given for free for people who come.
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