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All Journal JIP (Jurnal Industri dan Perkotaan) Jurnal Online Mahasiswa (JOM) Bidang Ilmu Sosial dan Ilmu Politik jurnal niara Journal of Governance and Public Policy Politeia: Jurnal Ilmu Politik Politeia: Jurnal Ilmu Politik JURNAL MUQODDIMAH : Jurnal Ilmu Sosial, Politik dan Hummaniora JURNAL PENDIDIKAN TAMBUSAI Journal on Education Journal of Education, Humaniora and Social Sciences (JEHSS) Kybernan: Jurnal Studi Kepemerintahan Santhet: (Jurnal Sejarah, Pendidikan Dan Humaniora) JATI (Jurnal Mahasiswa Teknik Informatika) Nakhoda: Jurnal Ilmu Pemerintahan Unri Conference Series: Community Engagement Nakhoda: Jurnal Ilmu Pemerintahan COMSERVA: Jurnal Penelitian dan Pengabdian Masyarakat Journal Publicuho Innovative: Journal Of Social Science Research Riwayat: Educational Journal of History and Humanities
Ali Yusri
Fakultas Ilmu Sosial Dan Ilmu Politik, Universitas Riau
Arts Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Health Professions Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Public Health Social Sciences Transportation Other

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IMPLEMENTASI PELAYANAN PUBLIK DI KANTOR WILAYAH KEMENTERIAN HUKUM PROVINSI RIAU TAHUN 2024 Amirul Mukminin; Ali Yusri
Jurnal Online Mahasiswa (JOM) Bidang Ilmu Sosial dan Ilmu Politik Vol. 13: Edisi I Januari - Juni 2026
Publisher : Fakultas Ilmu Sosial dan Ilmu Politik Universitas Riau

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Abstract

This study discusses the implementation of public services at the Regional Office of the Ministry of Law and Human Rights in Riau Province, which includes the availability, management, maintenance, and obstacles in providing legal services and correctional services. The conceptual framework of this research is built on the assumption that the quality of public services is not only determined by human resources and service systems, but is also strongly influenced by adequate, standardized, and supportive facilities and infrastructure for the needs of the community and service users. This research employs the Public Service Theory by Zeithaml, Parasuraman, and Berry (SERVQUAL) is used to measure service quality based on five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. The research method used in this study is qualitative descriptive, with data collected through interviews, observations, and documentation. The research informants consist of employees of the Regional Office of the Ministry of Law and Human Rights in Riau Province, related Technical Implementation Units, as well as service users. The results show that the implementation of public services from the aspect of managing facilities and infrastructure has been carried out but is not yet fully optimal. Facilities such as waiting rooms, elderly-friendly service access, technology-based service systems, and correctional facilities still face shortcomings, including damaged conditions, limited capacity, and the failure to fully meet public service standards across all units. Improvement efforts have been made in the form of procuring priority facilities, basic facility maintenance, gradual budget adjustments, and the use of digital service technologies. Keywords: Public service, policy implementation, facilities and infrastructure, Regional Office of the Ministry of Law and Human Rights Riau.
Co-Authors ', Ishak ', Wazni Abdul Rahman Adel Andriadi Adinda Moreta Adiwirman Adiwirman Adlin Adlin Adlin Adlin Adlin adlin Adlin ADLIN, ADLIN Afilla, Riska Diva Agung Budiono Agus Mandar, Agus Agusta, Ridho Alexander Putra Tampubolon, Alexander Putra Amirul Mukminin Andi Larosa Lorera Villani Andre Yulinusman Andriadi, Adel Anisa Armayanti Aqil, Rafiq ASANO, ADISTY Asrol Fickri Aulia Hanifah Auradian Marta Baskoro Wicaksono, Baskoro Bustomi " Dahlan Tampubolon Daniel Christian Ambarita Dedy Setiawan Della Puspita Den Yealta Dicky Rifaldo Elma Julita Endang Septiatuti Endow Muqni ERMAN MUCHTAR Fadli, Mashur Febby Triandini Febi Sabrina Fikri Haikal Gery Ari Yonry Hampratama, Ahlunazaril Hayati, Umi Herdi Fadillah Heru Kurniawan Hesti Asriwandari Husnir Wansitio, Husnir Ichwan Nur Fadillah Ida Yulia Ishak Jery Nov Pratama Julita, Elma Kadir " KHAIRUL ANWAR Khairunissa, Triarta Lexsi Fanfair Lisa Amelia Lovelby Sprindwiva Lusy Febriani M. Haryadi ", M. Haryadi M. Rafi M. Rafi Mega Gustin Muchid Muchid Muhammad Arius Nst, Amesza Ghadijah Nur Laila Meilani Ogi Seftiawan Pane, Rico Purnawandi Prabowo, Vicky Andrian Dwi Qadri, Fakhtiar Ramadhan, Alfian Randy Helnal Dinata Ranggi Yuska Pratiwi Ravi Alwafi Vinky Rian Hidayat Ridho Agusta Rika Yolanda Riski Makmur Rizki Amalia, Dita Robinson Ryanda Adlis Salty, Ria Erica Sanjaya " Saputra, Andi Eko Sepmawati, Rema Septiatuti, Endang Sewitri, Sewitri Shahira Harun Sitorus, Sonta Ulina Syahfutra, Aldi Maat Syahri Ramadhani Sinuraya Syahroni Albi Syahroni Alby Tatin Ambari Vadilah, Nur Valeria Oktoviani Vinky, Ravi Alwafi Wan Asrida Wasillah, Asiah Wazni, Wazni Wirdatul Jannah Wiris Andespi Dier Yophi Salrahmanda Zebua, Ben Hansel Notatema Zulkarnaini Zulkarnaini