Persepsi Masyarakat terhadap Kualitas Pelayanan Administratif oleh Aparatur Kecamatan Amanuban Tengah Kabupaten Timor Tengah Selatan

NENOHAI, Jecky Mirando (2025) Persepsi Masyarakat terhadap Kualitas Pelayanan Administratif oleh Aparatur Kecamatan Amanuban Tengah Kabupaten Timor Tengah Selatan. Undergraduate thesis, Universitas Katolik Widya Mandira Kupang.

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Abstract

This study aims to examine public perception of the quality of administrative services provided by the civil servants at the Amanuban Tengah District Office, South Central Timor Regency. The quality of public services is crucial as it directly relates to citizen satisfaction in processing administrative documents and achieving the principles of good governance. This research employs a descriptive qualitative approach with data collection techniques including interviews, observation, and documentation. The informants in this study consist of eight individuals, including the sub-district head and community service users. Data analysis was carried out through data reduction, data display, and conclusion drawing. The assessment of service quality is based on the five SERVQUAL dimensions by Zeithaml et al. (1990): reliability, tangibles, responsiveness, assurance, and empathy. The results of the study indicate that some members of the public have a negative perception of the administrative service quality, primarily due to a lack of personnel, inadequate facilities, and long processing times. However, there are also positive perceptions regarding the efforts of civil servants to deliver friendly and responsive services. This study recommends increasing the number of staff, improving service facilities, and enhancing the capacity of civil servants to better understand community needs with greater empathy. The findings are expected to provide valuable input for local governments in improving public service quality at the district level, particularly in Amanuban Tengah.

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