Indonesian Journal of Public Policy Review
Vol 25 No 3 (2024): July
Public Policy

Improving the Quality of Public Services from an Indonesian Village Perspective
Meningkatkan Kualitas Pelayanan Publik dilihat dari Wawasan Desa Indonesia


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  • Fitria Rochma Utami,
  • Lailul Mursyidah
Fitria Rochma Utami
Universitas Muhammadiyah Sidoarjo, Indonesia
Lailul Mursyidah
Universitas Muhammadiyah Sidoarjo, Indonesia
Picture in here are illustration from public domain image or provided by the author, as part of their works
DOI: https://doi.org/10.21070/ijppr.v25i3.1389
Published May 21, 2024
Keywords
  • Population administration services,
  • Service quality assessment,
  • Government mandate,
  • Indonesia,
  • Citizen satisfaction
How to Cite
Utami, F. R., & Mursyidah, L. (2024). Improving the Quality of Public Services from an Indonesian Village Perspective. Indonesian Journal of Public Policy Review, 25(3), 10.21070/ijppr.v25i3.1389. https://doi.org/10.21070/ijppr.v25i3.1389

Copyright (c) 2024 Fitria Rochma Utami, Lailul Mursyidah

Creative Commons License

This work is licensed under a Creative Commons Attribution 4.0 International License.

Abstract

This qualitative study examines the quality of population administration services in Bluru Kidul Village, Indonesia, aligning with the government's mandate to provide essential services as per Law Number 25 of 2009. Through interviews, observations, and document analysis, the research evaluates service quality dimensions including tangibles, reliability, responsiveness, assurance, and empathy. Findings indicate a favorable service environment, prompt and accurate service provision, swift handling of requests, caring employee attitudes, and friendly, non-discriminatory treatment of service users. These insights offer valuable guidance for policymakers and administrators to enhance service quality, thereby fostering greater citizen satisfaction and trust in government institutions.

Highlights:

  1. Thorough assessment of population service quality.
  2. Adherence to Indonesia's governmental mandate.
  3. Priority on citizen satisfaction and trust.

Keywords: Population administration services, Service quality assessment, Government mandate, Indonesia, Citizen satisfaction.

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