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All Journal Jurnal Ilmu Sosial dan Humaniora Journal of Public Policy and Society
Jeronimo Da Cruz Neno Leus
Universitas Muhammadiyah Jakarta

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Kualitas Pelayanan Publik dalam Pembuatan Paspor di Direktorat Nasional Identifikasi Sipil dan Catatan Kriminal Dili, Timor-Leste Jerónimo da Cruz Neno Leus; Izzatusholekha Izzatusholekha
SOSMANIORA: Jurnal Ilmu Sosial dan Humaniora Vol. 5 No. 3 (2026): September 2026
Publisher : Yayasan Literasi Sains Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55123/sosmaniora.v5i3.7904

Abstract

This research was motivated by various problems related to the quality of public services in passport issuance at the National Directorate of Civil Identification and Criminal Records (DNISCK) Dili, Timor-Leste. These conditions indicate a gap between public expectations and the quality of services provided by public institutions. This study aimed to analyze the quality of public services in passport issuance based on the SERVQUAL dimensions, identify supporting and inhibiting factors, and analyze efforts to improve public service quality at DNISCK Dili. The study employed a qualitative approach with a descriptive method. Data collection techniques were conducted through observation, interviews, and documentation involving informants directly engaged in the passport service process. The results showed that the tangibles dimension was still constrained by limited service facilities and supporting infrastructure. In the dimensions of reliability and responsiveness, services had not operated optimally due to limitations in human resources, administrative systems, and information technology. Meanwhile, in the dimensions of assurance and empathy, services still faced challenges related to procedural transparency, staff competence, and inclusive services for vulnerable community groups. Supporting factors included management commitment, regulatory support, technology utilization, and community participation, while inhibiting factors included budget limitations, institutional capacity constraints, and high service demand. Based on the findings, it can be concluded that improving the quality of public services at DNISCK Dili requires digital-based service reform, strengthening staff capacity, and developing transparent, responsive, and community-oriented service governance.
The Concept of Good Governance in The Perspective of Public Service: A Literature Review Jerónimo da Cruz Neno Leus; Leonildo Alberto Araújo
Journal of Public Policy and Society Vol. 1 No. 1: January 2025
Publisher : Center for Border and Coastal Studies, Universitas Muhammadiyah Jakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54268/jpps.v1i1.28923

Abstract

Public service is a core aspect of the duties of state apparatus by 1945. The government has failed to provide good service to the people. Public services must be carried out transparently and accountably by every unit of government service agency; the quality of public service bureaucracy has yet to have a broad impact on achieving public welfare. This study uses a qualitative research type with a descriptive approach. The kind of data used in this research is secondary data. The research analysis uses a qualitative method, starting with the concept of public service according to various experts and then analyzing the concepts of service quality and good governance from the public service perspective. Public service is conducted routinely and continuously, encompassing the entire life of individuals within society. Public service refers to the activities carried out to meet the service needs by laws and regulations. There are basic concepts of quality in public service and concepts and applications of good governance in the public sector. Based on the results of the research analysis, the characteristics of good governance from the public service perspective must meet four main elements: accountability, transparency, openness, and legal compliance
Co-Authors Izzatusholekha Leonildo Alberto Araújo