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Journal : Qawwam

ANALYSIS OF STRATEGIES FOR IMPROVING PUBLIC SERVICES AT THE BARUGA SUBDISTRICT OFFICE, KENDARI CITY Auliany Hasan, Reski; Marlina, Siti; Pratama Mandala Putra, Ryan; Agus Mokodompit, Eliyanti
Qawwam : The Leader's Writing Vol. 6 No. 2 (2025): December
Publisher : Fakultas Ushuluddin Adab dan Dakwah Insitut Agama Islam Negeri Kerinci

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Abstract

Public service is a crucial indicator for assessing local government performance and community satisfaction. This study aims to analyze strategies for improving public services at the Baruga Subdistrict Office, Kendari City, focusing on service quality from the perspective of the community and the influencing factors. This research employs a descriptive qualitative approach, with data collected through observation, semi-structured interviews, and documentation. Informants include the Head of the Subdistrict, service staff, and community service users, selected using purposive sampling until data saturation was reached. Data analysis was conducted using an interactive model consisting of data reduction, data presentation, and conclusion drawing. The results indicate that the quality of public services at the Baruga Subdistrict Office is generally good, particularly in the dimensions of tangibles, reliability, responsiveness, assurance, empathy, competence, credibility, and security. However, several aspects require improvement, including facility comfort, staff proficiency in using supporting tools, and friendliness in service interactions. Recommended strategies for service improvement include employee training, facility enhancement, strengthening standard operating procedures, and fostering empathetic and professional attitudes. These findings emphasize the importance of employee competence, facility quality, and interactions with the community as key factors in enhancing public satisfaction.
Co-Authors Adawiyah, Robi’atul Adriadi, Andreas Septian Afrianti, Lisa Agus Mokodompit, Eliyanti Agustiani, Sarifah Aini, Lisa Nur Alidin, La Ode Asfahyadin Alifah , Wa Ode Najwa Almaida, Nisa Alwi, Fahrizal Ammanullah, Khumair Anggraeni , Sartika Putri Ardhiansyah, Maulana Ariani, Wa Ode Gusni Arianto, Adi Ariany, Lisda Arifin, Yosep Tajul Asrul, Muh Zaki Alfiansyah Aulia K , Rahma Auliany Hasan, Reski Azzahra , Zhafira Syarlianti Azzahro, Fatimah Dedy Takdir Syaifuddin Delisa, Apifah Dian Mustika Elvira Zahara, Anzu Ernawati Ernawati Fajar Agung Nugroho Fitri Julianti Fuad Rahman Ginting, Monika Nina Kurniawaty Guswendra, Rahmat Handayani, Rize Hariati Hariati Harigustian, Yayang Haris Mubarak Harly, Agustian Hartati Bahar Haryani Hasian, Muhammad Tsawaby Herawati, Augustin Rina Kismartini Kismartini Kristina, Gina Latif , Abdul Madyan Mandasari , Titin Mardaleni, Mardaleni Maria Hermita Manik Maryani Maryani Maulana, Andry Montundu, Yusuf Muhammad Faisal Mumtaz, Mumtaz Niasari, Fitri Nirwana, Putri Mira Numan Musyaffa Pasambo, Yourisna Powatu , Virji Andini Tri Ramadhani Pratama Mandala Putra, Ryan Putra, Komang Ardidhana Nugraha Putri, Anggri Putri, Diah Ayu Radhitya, Made Leo Rahayu, Karlina Rahmat Hidayat Rifansyah, Muhammad Riska Aryanti Rosaulina, Meta Sani, Nur Insan Silalahi, Rini Debora Siti Khotimatul Wildah Supriyatna Syahri, Alfi Syarif Hidayatulloh Tantri, Siti Tiara Tarigan, Beti Susanti Titik Misriati Umar Yusuf Ummu Radiyah, Ummu WITRIANA ENDAH PANGESTI Yoseph Tajul Arifin Yuliatin yuliatin Yunita, Norma Yusni Arni Zuliawati, Zuliawati