Evaluasi Kualitas Pelayanan di Kantor Kelurahan Talete Dua Kecamatan Tomohon Tengah Kota Tomohon

Abstract

This study aims to analyze the quality of public service at the Talete Dua Village Office, Tomohon Tengah Subdistrict, Tomohon City, focusing on three main indicators: service timeliness (reliability), service accuracy (assurance), and the courtesy and responsiveness of the staff (empathy and responsiveness). This research uses a qualitative descriptive case study approach, with data collected through in-depth interviews, observation, and documentation involving five village apparatus and two community members as informants. The results show that: (1) Reliability, service timeliness has not run optimally, as document completion takes between 3 to 10 working days against a two-day standard, with waiting times of 45–90 minutes, and operational delays occurring on 8 of 20 observed working days due to limited staff and uneven workload distribution; (2) Assurance, service accuracy remains low, with administrative errors such as misspelled names and mismatched population data still occurring, caused by the fact that around half of the staff are not yet proficient in computer operation and approximately 70% of the service process is still done manually; (3) Responsiveness, the courtesy and responsiveness of staff are still considered inadequate, with response times to community needs reaching 15 to 30 minutes and inconsistent attitudes shown toward the public, particularly during busy hours. Overall, the quality of service at the Talete Dua Village Office has not yet fully met the principles of effective, accurate, and responsive public service, so improvements in staff discipline, technical competence, technology utilization, and service attitude are needed.