TY  - THES
N1  - Abidah Muflihati, S.Th.I., M.Si.
ID  - digilib73522
UR  - https://digilib.uin-suka.ac.id/id/eprint/73522/
A1  - Titantri Arifah, NIM.: 21102050008
Y1  - 2025/08/20/
N2  - This study aims to analyze the quality of social services for Social Welfare
Service Recipients (PPKS) at the Social Welfare Shelter in Bantul Regency, which
functions as a temporary referral facility for individuals with various social
vulnerabilities, including people with mental disorders, the homeless, and the
elderly. Using a descriptive qualitative approach and the SERVQUAL theory,
which emphasizes five dimensions of service quality?tangibles, reliability,
responsiveness, assurance, and empathy?data were collected through in-depth
interviews, observation, and documentation, reinforced by source and technique
triangulation. The findings reveal that the reliability dimension has not been fully
achieved due to limitations in client monitoring and control systems, while
responsiveness is hindered by the limited number of personnel, resulting in lessthan-
optimal responses in emergency situations. In terms of assurance, the absence
of regular training programs has limited the development of staff competence,
whereas in the empathy dimension, some staff demonstrated care and a humanistic
approach, although others remained rigid toward clients. Regarding tangibles,
shelter facilities and infrastructure were assessed as inadequate in terms of
cleanliness, comfort, and room feasibility. Overall, the study concludes that social
services at the shelter still face structural and operational challenges that require
comprehensive improvements in both management and institutional support.
PB  - UIN SUNAN KALIJAGA YOGYAKARTA
KW  - Kualitas Pelayanan
KW  -  Pelayanan Sosial
KW  -  SERVQUAL
KW  -  Shelter
KW  - 
Kesejahteraan Sosial
M1  - skripsi
TI  - KUALITAS PELAYANAN SOSIAL BAGI PEMERLU PELAYANAN KESEJAHTERAAN SOSIAL (PPKS) DI SHELTER KESEJAHTERAAN SOSIAL KABUPATEN BANTUL
AV  - restricted
EP  - 115
ER  -