<![CDATA[The handling of homeless people, beggars, and vagrants is a mandatory local government affair whose implementation requires responsive social rehabilitation services oriented toward restoring social functioning. This study aims to analyse the quality of social rehabilitation services in the Service Section of the Technical Implementation Unit of Social Rehabilitation Bina Karya Pasuruan under the Social Affairs Office of East Java Province and to formulate strengthening strategies. A qualitative descriptive approach was employed through in-depth interviews with nine purposively selected informants, passive participatory observation of all service stages, and documentation of service reports from 2021 to 2025. Data were analysed using the interactive model of Miles and Huberman and validated through source and technique triangulation, with the five service quality dimensions of Zeithaml, Parasuraman, and Berry as the analytical framework. The findings show that the empathy dimension obtained the highest score of 4.12 and assurance 3.78, whereas tangibles obtained the lowest score of 2.87 and fell below the good category threshold. Service performance increased consistently, with beneficiaries growing from 96 people in 2021 to 188 people in 2025 and the social reintegration rate rising from 41.7 percent to 67.5 percent. The main obstacles lie in limited dormitory capacity, a suboptimal ratio of social workers to beneficiaries, limited vocational training equipment, and the absence of an institutionalised aftercare monitoring system. The study recommends four strategic pillars, namely revitalisation of service facilities, strengthening the capacity and ratio of functional social workers, digitalisation of case management and aftercare monitoring, and institutionalisation of job placement partnerships as part of responsive public service innovation.]]>
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