KUALITAS PELAYANAN PUBLIK DI KELURAHAN BANJAR KOTA BANJAR

Abstract

This research is motivated by the ongoing gap between public expectations and the actual service received in Banjar Village, Banjar City. These problems are evident in the ongoing delays in service delivery, limited facilities and infrastructure, suboptimal utilization of information technology, and the attitude of officials who are considered not fully responsive in providing services to the public. This study aims to determine the quality of public services, factors that influence the quality of public services, obstacles encountered, and efforts made to improve the quality of public services in Banjar Village, Banjar City. This study uses a qualitative research method with a descriptive approach. Data collection techniques are carried out through observation, interviews, and documentation. The informant selection technique uses a purposive sampling technique. Data analysis is carried out through data reduction, data presentation, and drawing conclusions.

The results of the study indicate that the quality of public services in Banjar Village, Banjar City has generally been running quite well, but not yet fully optimal. In the tangible dimension, service facilities have been available although there are still some limitations in facilities and infrastructure. In the reliability dimension, officials have been able to provide services according to procedures, but the timeliness of service still needs to be improved. In terms of responsiveness, officials are quite responsive in providing services, but their response sometimes slows down when service volume increases. In terms of empathy, officials have demonstrated a friendly and polite attitude, although communication and attention to community needs still need to be improved. Factors influencing the quality of public services include human resources, facilities and infrastructure, service systems, information technology, official professionalism, service communication, and public participation. Obstacles faced include limited staff, limited service facilities, high service volume, and suboptimal use of information technology. Efforts undertaken include increasing official capacity, improving facilities and infrastructure, simplifying service procedures, and increasing the use of information technology.