KUALITAS PELAYANAN PUBLIK DI KANTOR KELURAHAN MALAWILI KABUPATEN SORONG
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Abstract
Public services are one of the primary functions of government institutions in meeting community needs. The quality of public services reflects the performance of government organizations and influences public trust and satisfaction. This study aimed to analyze the quality of public services at the Malawili Urban Village Office, Sorong Regency. A qualitative descriptive approach was employed to obtain an in-depth understanding of public service delivery. Data were collected through observation, interviews, and documentation involving the village head, service officers, and community members as informants. Data were analyzed using the interactive model consisting of data reduction, data display, and conclusion drawing. The study assessed service quality based on five dimensions: tangible, reliability, responsiveness, assurance, and empathy. The findings indicate that the quality of public services at the Malawili Urban Village Office is generally categorized as good. Service officers demonstrated neat appearances, responsiveness to community needs, and friendly attitudes in delivering services. Clear service procedures and disciplined work practices also contributed to positive service experiences. However, several challenges remain, including limited service facilities, inadequate room comfort, and uneven technological competencies among employees. These constraints occasionally affect the efficiency of service delivery. Therefore, improvements in infrastructure, service facilities, and employee capacity building are necessary to enhance the quality of public services and increase community satisfaction.
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This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
LPPM Politeknik Katolik Saint Paul Sorong
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References
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