Kualitas Pelayanan Publik Di Kantor Kecamatan Danau Panggang Kabupaten Hulu Sungai Utara - Baihaqi, Ahmad; Berkatillah, Akhmad (Administraus, 2025)
Public service quality is a very important factor in improving the performance of the sub-district officials of Lake Panggang Regency, North Hulu Sungai Regency, where issues such as unfriendliness in the service process, incomplete facilities and infrastructure, lack of employee discipline, and unskilled staff in using service tools still persist. Based on these issues, this study aims to assess the quality of public service in the Lake Panggang sub-district office, North Hulu Sungai Regency, and the factors that hinder the improvement of public service quality. This research method is descriptive research with a qualitative approach. Qualitative descriptive research aims to describe and explain events or phenomena that occur in the field and present data systematically, factually, and accurately about the facts or phenomena. Data was collected through observation, interviews, and documentation. The results of the study indicate that the quality of public service in the Lake Panggang sub-district office, North Hulu Sungai Regency, is fairly good, but improvements are still needed. From tangible indicators, such as the neat appearance of employees, the office's physical facilities are still inadequate, the waiting room is comfortable, and information is provided. However, reliability such as employees' ability to serve the community is still not optimal, particularly in terms of service delivery and timeliness. This is due to employees' frequent tardiness and occasional absence from the office. Responsiveness, such as the speed at which employees serve the public, is fast, and employee responsiveness is also good. However, assurance, such as employee friendliness and politeness, is still lacking. Empathy, such as the employees’ ability to be firm, caring, and attentive to the community, is good. The factors that hinder the quality of public service in the Lake Panggang sub-district office, North Hulu Sungai Regency, include the lack of office facilities, employee discipline, and employees’ skill and competency levels. To improve the quality of public service, it is recommended that the Head of the Lake Panggang sub-district, North Hulu Sungai Regency, address the lack of facilities, facilitate computer training for employees who are not proficient in using computers, and ensure that employees are friendly, polite, timely, and disciplined in their work to meet public expectations. ABSTRAKKualitas pelayanan publik merupakan faktor yang sangat penting dalam meningkatkan kinerja pegawai di Kantor Kecamatan Danau Panggang, Kabupaten Hulu Sungai Utara, di mana masih terdapat beberapa masalah, seperti ketidakramahan pegawai dalam memberikan pelayanan, fasilitas yang belum memadai, kurangnya disiplin pegawai, dan ketidakmampuan pegawai dalam menggunakan alat bantu pelayanan. Berdasarkan hal tersebut, penelitian ini bertujuan untuk mengevaluasi kualitas pelayanan publik di Kantor Kecamatan Danau Panggang, Kabupaten Hulu Sungai Utara. Metode yang digunakan dalam penelitian ini adalah deskriptif dengan pendekatan kualitatif. Penelitian deskriptif kualitatif bertujuan untuk menggambarkan dan menjelaskan peristiwa atau fenomena yang terjadi di lapangan, serta menyajikan data secara sistematis, faktual, dan akurat terkait fakta atau fenomena tersebut. Data dikumpulkan melalui teknik observasi, wawancara, dan dokumentasi. Hasil penelitian menunjukkan bahwa kualitas pelayanan publik di Kantor Kecamatan Danau Panggang, Kabupaten Hulu Sungai Utara, sudah cukup baik, namun masih memerlukan peningkatan lebih lanjut. Hasil penelitian menunjukkan bahwa kualitas pelayanan publik di Kantor Kecamatan Danau Panggang, Kabupaten Hulu Sungai Utara, sudah tergolong cukup baik, namun masih memerlukan peningkatan lebih lanjut. Dari indikator tangible seperti penampilan pegawai sudah rapi, fasilitas fisik perkantoran masih kurang memadai, ruang tunggu sudah nyaman, tempat informasi sudah disediakan, reliability seperti kemampuan pegawai memberikan pelayanan kepada masyarakat masih belum optimal, terutama dalam hal kemampuan memberikan layanan dan ketepatan waktu. Hal ini disebabkan oleh seringnya keterlambatan pegawai dalam menjalankan tugas mereka. datang terlambat dan terkadang pegawai itu tidak ada dikantor, responsiveness seperti kecepatan pegawai dalam melayani masyarakat sudah cepat, dan ketanggapan pegawai sudah tanggap, assurance seperti keramahan pegawai dan sopan santun masih kurang, emphaty seperti kemampuan pegawai dalam bersikap tegas, peduli dan perhatian kepada masyarakat sudah baik. Faktor-faktor yang menghambat kualitas pelayanan publik di kantor Kecamatan Danau Panggang Kabupaten Hulu Sungai Utara adalah kurang nya sarana prasarana kantor, kedisiplinan kerja pegawai dan kemampuan/keahlian pegawai yang masih kurang. Dalam rangka meningkatkan kualitas pelayanan publik disarankan kepada Camat Danau Panggang Kabuapten Hulu Sungai Utara dapat membenahi kelengkapan sarana prasana yang dianggap kurang, memfasilitasi pelatihan komputer bagi pegawai yang kurang mahir mengoprasikan komputer. Pegawai/staf sebaiknya dapat bersikap ramah, sopan santun, lebih tepat waktu dan disiplin dalam bekerja agar dapat sesuai dengan apa yang masyarakat harapkan.