Analisis Kualitas Pelayanan Di Kantor Kelurahan Perum Maesa Unima Kecamatan Tondano Selatan

Abstract

This study aims to critically analyze the quality of public service in the administration of domicile transfer letters at the Perum Maesa Unima Sub-District Office, South Tondano District, focusing on three primary indicators: service quality (time, procedure, officer attitude, facilities), determinant factors, and structural constraints. Employing a qualitative descriptive-critical approach, data were collected through direct observation, in-depth interviews, and document review. The research findings reveal a substantial gap between procedural compliance and the reality of service on the ground, identified through three main points: (1) Service quality is characterized by procedural efficiency but trapped in structural vulnerability, where the entire service process relies on a single officer (the Sub-District Head), creating a bottleneck that threatens service consistency; (2) Information delivery remains pseudo-written, where the absence of a queue system and written information boards forces the community into information asymmetry, making them dependent on verbal explanations; (3) Determinant factors such as officer commitment and empathetic communication function as compensatory mechanisms for institutional weaknesses, where the personal goodwill of officers masks the absence of a modern, system-based service infrastructure.