KUALITAS PELAYANAN PUBLIK DI KANTOR KELURAHAN RAWANG EMPAT KECAMATAN BANDAR PETALANGAN KABUPATEN PELALAWAN

Alamsyah, Dodi Saftian
Rinawati, Rinawati
Wahyudi, Wahyudi
Yendra, Musfi

Ensiklopedia of Journal
Vol 7, No 3 (2025): Vol. 7 No. 3 Edisi 3 April 2025

Abstract: This study aims to analyze the quality of public services at the Rawang Empat Subdistrict Office, Bandar Petalangan District, Pelalawan Regency. A descriptive qualitative approach was employed using the SERVQUAL model, which includes five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. The results indicate that public service quality is not yet optimal across all dimensions. Major obstacles include limited facilities, lack of standardized procedures, and minimal use of digital technology. Although the staff are friendly and services are relatively fast, the absence of clear procedures reduces public trust. This study recommends strengthening SOPs, improving staff capacity, and developing digital-based public service systems.Keywords: Public Service, Service Quality, Subdistrict, Servqual, Service Standard.