KUALITAS PELAYANAN PUBLIK DI DESA NGALI KECAMATAN BELO KABUPATEN BIMA

Abstrak

Penelitian ini bertujuan untuk menggambarkan kualitas pelayanan publik di Kantor Desa Ngali, Kecamatan Belo, Kabupaten Bima, dengan menggunakan pendekatan kualitatif dan metode deskriptif. Fokus penelitian ini mengacu pada lima dimensi utama kualitas pelayanan menurut teori Parasuraman, yaitu keandalan, daya tanggap, jaminan, empati, dan bukti fisik Hasil penelitian menunjukkan bahwa pelayanan publik di Kantor Desa Ngali pada dasarnya sudah berjalan dengan baik, namun masih menghadapi berbagai kendala. Permasalahan paling menonjol terdapat pada aspek keandalan dan bukti fisik, di mana pelayanan belum sepenuhnya dilaksanakan secara tepat waktu, dan fasilitas penunjang masih terbatas Di sisi lain, aspek jaminan menunjukkan hasil yang cukup baik, yang tercermin dari sikap sopan dan ramah para aparat desa dalam melayani masyarakat. Meskipun demikian, diperlukan peningkatan dalam hal sosialisasi prosedur layanan serta penambahan sumber daya manusia guna menunjang efektivitas pelayanan.

This study aims to describe the quality of public services at the Ngali Village Office, Belo Subdistrict, Bima Regency, using a qualitative approach and descriptive method. The focus of the research is based on the five main dimensions of service quality according to Parasuraman's theory: reliability, responsiveness, assurance, empathy, and tangible evidence The results of the study indicate that public services at the Ngali Village Office are generally functioning well but still face several challenges. The most prominent issues lie in the aspects of reliability and tangibles, where services are not always delivered in a timely manner, and supporting facilities remain limited.On the other hand, the assurance dimension shows relatively good results, as reflected in the polite and friendly attitudes of the village officials when serving the public. Nevertheless, improvements are needed in the socialization of service procedures and the addition of human resources to enhance service effectiveness Overall, the findings illustrate that the quality of public services at the Ngali Village Office still requires comprehensive improvements to fully meet the expectations of the community.