Evaluasi Sistem Pelayanan Tenaga Kerja Pada Dinas Tenaga Kerja Kota Baubau - Arman, Muhammad; Mustafa, Delly; Anas, Ali (Postgraduate Bosowa University Publishing, 2025)
Penelitian bertujuan untuk mengevaluasi komprehensif terhadap sistem pelayanan tenaga kerja di Dinas Tenaga Kerja Kota Baubau, dengan fokus pada identifikasi faktor-faktor penghambat dan tingkat pemenuhan standar kualitas pelayanan. Metode penelitian kualitatif deskriptif diterapkan melalui teknik pengumpulan data triangulasi, mencakup wawancara mendalam dengan delapan informan (pejabat struktural, staf pelayanan, dan masyarakat), observasi langsung di lokasi layanan, serta analisis dokumen kebijakan. Temuan penelitian mengungkapkan bahwa implementasi pelayanan telah memenuhi lima dimensi kualitas utama (Tangibles, Reliability, Responsiveness, Assurance, Empathy) dengan dukungan inovasi digital seperti Sistem Informasi Ketenagakerjaan (SINAKER) dan absensi daring yang meningkatkan efisiensi administratif. Namun, teridentifikasi empat kendala struktural: (1) defisit sumber daya manusia permanen, (2) koordinasi antarinstansi yang belum optimal, (3) keterlambatan pemrosesan dokumen akibat kendala teknis dan administratif, serta (4) rendahnya literasi masyarakat tentang kepatuhan waktu pengurusan administrasi. Rekomendasi strategis mencakup penguatan kapasitas aparatur melalui rekrutmen pegawai tetap, integrasi sistem informasi lintas sektor, sosialisasi prosedur berbasis media digital-konvensional, dan peningkatan anggaran infrastruktur pendukung. Implikasi penelitian menegaskan perlunya pendekatan holistik dalam transformasi pelayanan publik yang menggabungkan aspek kelembagaan, teknologi, dan pemberdayaan masyarakat. This study conducts a comprehensive evaluation of the labor service system at the Department of Manpower in Baubau City, focusing on identifying inhibiting factors and compliance with service quality standards. A descriptive qualitative method was employed using triangulated data collection techniques, including in-depth interviews with eight informants (structural officials, service staff, and community members), direct observation at service locations, and analysis of policy documents. Findings reveal that service implementation fulfills five core quality dimensions (Tangibles, Reliability, Responsiveness, Assurance, Empathy), supported by digital innovations such as the Labor Information System (SINAKER) and online attendance, which enhance administrative efficiency. However, four structural constraints were identified: (1) shortage of permanent human resources, (2) suboptimal inter-agency coordination, (3) document processing delays due to technical and administrative obstacles, and (4) low public awareness regarding timely administrative compliance. Strategic recommendations include strengthening staff capacity through permanent recruitment, cross-sectoral information system integration, digital-traditional media-based procedure socialization, and increased infrastructure funding. The research implications underscore the necessity for a holistic approach to public service transformation, combining institutional, technological, and community empowerment aspects.