Analysis of the Implementation of Public Service Standards at the District Level

Anis  Sholichah; Sri Adrianti Muin; Mujahid Mujahid

doi:10.55885/jmap.v5i1.321

Authors

Anis Sholichah Fajar University, Indonesia
Sri Adrianti Muin Fajar University, Indonesia
Mujahid Fajar University, Indonesia

DOI:

https://doi.org/10.55885/jmap.v5i1.321

Keywords:

Service Standards, Public Service, Socialization

Abstract

Service Standards are benchmarks used as guidelines for service delivery and as references for assessing service quality, representing the obligation and commitment of service providers to the community in delivering quality, fast, easy, affordable, and measurable services. This study aims to determine and analyze the implementation of public service standards in Penajam Sub-District, Penajam Paser Utara District. The research adopts a qualitative descriptive approach method. Data in this study consist of primary and secondary data, which were analyzed qualitatively, leading to drawn conclusions. Primary data were obtained through in-depth interviews with informants at the Penajam Sub-District Office, including the Sub-District Head, General Affairs Subsection Head, Section Heads, Sub-District Employees/Staff, and service users from the community. The findings of the research are as follows: 1) The overall implementation of public service standards in Penajam Sub-District is reasonably good and sufficiently satisfying to the community. However, there is still a need for improvement and enhancement in the quality of public service implementation; 2) The preparation, establishment, and implementation of Service Standards in Penajam Sub-District have adhered to the principles outlined in Regulation of the Minister of Administrative Reform and Bureaucratic Reform Number 15 of 2014, including simplicity, accountability, sustainability, and fairness. However, they have not yet fully incorporated participatory and transparent elements; 3) There are several types of services with detailed per-component service standards that have not been established in the Decree of the Penajam Sub-District Head, Penajam Paser Utara District Number: 060/129/Kec.PNJ-Umum/XI/2023 regarding the Establishment of Service Standards in Penajam Sub-District; 4) Subsequent socialization efforts related to the established Penajam Sub-District Service Standards have not been conducted, thus affecting the understanding of service officers regarding public service implementation; 5) Publication efforts concerning Penajam Sub-District Service Standards have not been undertaken through electronic or non-electronic media.

References

Adiele, G. N., & Ibietan, J. (2017). Manpower training and productivity in the Nigerian public sector: An appraisal and human capital discourse. International Journal of Innovative Development & Policy Studies, 5(3), 1-15.

Alea, A. C. (2024). Implementasi Aplikasi Identitas Kependudukan Digital (Ikd) Dalam Menunjang Pelayanan Masyarakat (Studi di Dinas Kependudukan dan Pencatatan Sipil Kabupaten Blitar) (Doctoral dissertation, Universitas Islam Balitar Blitar).

Benu, V. W., Neolaka, M. N. B. C., & Sayrani, L. P. (2022). Penerapan Standar Pelayanan Publik (Studi Kasus pada Kantor Pertanahan Kota Kupang). Diakses melalui https://repository.undana.ac.id.

Berenson, S. K. (1999). Public lawyers, private values: Can, should, and will government lawyers serve the public interest. BcL Rev., 41, 789.

Bhakti, F. K., Ahmad, I., & Adrian, Q. J. (2022). Perancangan User Experience Aplikasi Pesan Antar Dalam Kota Menggunakan Metode Design Thinking (Studi Kasus: Kota Bandar Lampung). Jurnal Teknologi dan Sistem Informasi, 3(2). https://doi.org/10.33365/jtsi.v3i2.1597

Bisri, M. H., & Asmoro, B. T. (2019). Etika pelayanan publik di Indonesia. Journal of Governance Innovation, 1(1), 59-76. https://doi.org/10.36636/jogiv.v1i1.298

Bozeman, B. (2007). Public values and public interest: Counterbalancing economic individualism. Georgetown University Press.

Buchanan, D. A., Denyer, D., Jaina, J., Kelliher, C., Moore, C., Parry, E., & Pilbeam, C. (2013). How do they manage? A qualitative study of the realities of middle and front-line management work in health care. Health and Social Care Delivery Research, 1(4), 1-248. https://doi.org/10.3310/hsdr01040

Burkhard, B., Kroll, F., Nedkov, S., & Müller, F. (2012). Mapping ecosystem service supply, demand and budgets. Ecological indicators, 21, 17-29. https://doi.org/10.1016/j.ecolind.2011.06.019

Darwis, R. S. (2018). Keseimbangan Sosial untuk Keserasian Sosial (Kasus Keserasian Sosial antara Penduduk Setempat dan Pendatang di Daerah Industri Kabupaten Sumedang, Provinsi Jawa Barat). Share: Social Work Journal, 8(1), 55-63. https://doi.org/10.24198/share.v8i1.16050

Davis, J. (2004). Corruption in public service delivery: experience from South Asia’s water and sanitation sector. World development, 32(1), 53-71. https://doi.org/10.1016/j.worlddev.2003.07.003

Duchek, S. (2020). Organizational resilience: a capability-based conceptualization. Business research, 13(1), 215-246. https://doi.org/10.1007/s40685-019-0085-7

Fajri, A., Utomo, H. S., & Irawan, B. (2020). Standar Pelayanan Publik (Studi Tentang Pelayanan Kartu Keluarga di Kecamatan Samarinda Seberang). Jurnal Administrasi Publik, 8(1).

Godjali, M. R., Utami, W. K., & Ramadhan, G. (2021). Peningkatan Kualitas Pelayanan Melalui Model Kepatuhan Standar Pelayanan Publik Berbasis Transparansi Dan Partisipasi Warga Pada Kantor Desa Sindangsari Dan Desa Pasir Karag. Komunitas: Jurnal Pengabdian Kepada Masyarakat, 1(1), 9-21.

Hairat, N., & Suyuti, M. G. (2020). Implementasi Standar Pelayanan Menurut Undang-Undang Nomor 25 Tahun 2009 Di Puskesmas Segeri. Siyasatuna: Jurnal Ilmiah Mahasiswa Siyasah Syar'iyyah, 1(3), 594-601.

Hayat. (2017). Manajemen Pelayanan Publik. Depok: PT Raja Grafindo Persada.

Heydebrand, W. (1977). Organizational contradictions in public bureaucracies: Toward a Marxian theory of organizations. The Sociological Quarterly, 18(1), 83-107. https://doi.org/10.1111/j.1533-8525.1977.tb02163.x

Lipsky, M. (2010). Street-level bureaucracy: Dilemmas of the individual in public service. Russell sage foundation.

Mayasari, B., & Budiantara, M. (2023). Penerapan Standar Pelayanan Publik di Desa Gesikan. Jurnal Inspirasi Mengabdi Untuk Negeri, 2(2).

Moenir. (2010). Manajemen Pelayanan Umum di Indonesia. Jakarta: PT Bumi Aksara.

Mukarom, Z., & Laksana, M. W. (2016). Membangun Kinerja Pelayanan Publik Menuju Clean Government and Good Governance. Bandung: Pustaka Setia.

Nieto Morales, F., Wittek, R., & Heyse, L. (2015). Organizational pathways to compliant reform implementation: Evidence from Mexican civil service reform. Public Administration, 93(3), 646-662. https://doi.org/10.1111/padm.12157

Partiwi, S. (2020). Kualitas Pelayanan Perizinan Satu Pintu di Kabupaten Kebumen. Jurnal E-Bis, 4(1), 12-24. https://doi.org/10.37339/e-bis.v4i1.249

Peso, H. D., & Pranoto, E. (2022). Fungsi Pengawasan Ombudsman Terhadap Penyelenggaraan Pelayanan Publik. Jurnal Juristic, 3(01), 59.

Prabawati, N. P. A. (2019). Analisis Penerapan Standar Pelayanan Publik di Kelurahan Renon Kota Denpasar. Diakses melalui https://erepo.unud.ac.id/id/eprint/30160/.

Rhee, S. K., & Rha, J. Y. (2009). Public service quality and customer satisfaction: exploring the attributes of service quality in the public sector. The service Industries journal, 29(11), 1491-1512. https://doi.org/10.1080/02642060902793441

Sebayang, R. A. B., & Hartati, H. (2021). Peran Ombudsman Sebagai Lembaga Pengawas Pelayanan Publik Di Indonesia. Mendapo: Journal of Administrative Law, 2(2), 63-75. https://doi.org/10.22437/mendapo.v2i2.11428

Sholichah, A., Muin, S. A., & Mujahid, M. (2025). Analysis of the Implementation of Public Service Standards at the District Level. Journal of Management and Administration Provision, 5(1), 1-18. https://doi.org/10.55885/jmap.v5i1.321

Silfiah, R. I., & Mufida, N. (2024). Strategy To Improve Family Card Administration Service In Purwosari Village, Purwosari District, Pasuruan Regency. Jurnal DIALEKTIKA: Jurnal Ilmu Sosial, 22(1), 29-42. https://doi.org/10.54783/dialektika.v22i1.169

Sinambela, L. P., dkk. (2010). Reformasi Pelayanan Publik. Jakarta: PT Bumi Aksara.

Stapenhurst, F., & Langseth, P. (1997). The role of the public administration in fighting corruption. International journal of public sector management, 10(5), 311-330. https://doi.org/10.1108/09513559710172131

Suandi, S. (2019). Analisis Kepuasan Masyarakat terhadap Pelayanan Publik Berdasarkan Indeks Kepuasan Masyarakat di Kantor Kecamatan Belitang Kabupaten OKU Timur. Jurnal Ilmu Administrasi dan Studi Kebijakan (JIASK), 1(2), 13-22. https://doi.org/10.35327/gara.v18i4.1103

Susanti, A., Kusmanto, H., & Tarigan, U. (2018). Implementasi kebijakan pelayanan administrasi terpadu kecamatan (paten) terhadap kualitas pelayanan publik di kecamatan sidikalang kabupaten dairi. Publikauma: Jurnal Administrasi Publik Universitas Medan Area, 6(1), 47-57. https://doi.org/10.31289/publika.v6i1.1526

Tasyah, A., Lestari, P. A., Syofira, A., Rahmayani, C. A., Cahyani, R. D., & Tresiana, N. (2021). Inovasi Pelayanan Publik Berbasis Digital (E-Government) di Era Pandemi Covid-19. Jurnal Ilmu Administrasi: Media Pengembangan Ilmu Dan Praktek Administrasi, 18(2), 212-224. https://doi.org/10.31113/jia.v18i2.808

Tasyah, A., Septiya, S. J. P., Fernanda, R. A., & Chesilia, P. (2021). Best practice kebijakan e-government dalam mengimplementasikan pelayanan publik di era new normal (Best practice of e-government policies in implementing public services in the new normal era). Jurnal Studi Ilmu Sosial Dan Politik (Jasispol), 1(1), 21-33. https://doi.org/10.35912/jasispol.v1i1.163

Ulya, Z., Wardiyanto, B., & Setijaningrum, E. (2025). Meningkatkan Kualitas Pelayanan Publik di DKI Jakarta melalui Aplikasi JAKI: Pendekatan New Public Service dan Inovasi Teknologi. Ranah Research: Journal of Multidisciplinary Research and Development, 7(2), 1382-1393. https://doi.org/10.38035/rrj.v7i2.1333

Umpain, S. H., & Wardiyanto, B. (2024). Menyingkap Implementasi dan Dampak Model Neo-Weberian State dalam Revolusi Birokrasi International. Jurnal Governansi, 10(2), 179-190. https://doi.org/10.30997/jgs.v10i2.14351

Utami, S. (2022). Inovasi Pelayanan Publik PT. Jasa Raharja Cabang Kepulauan Riau Kota Batam (Studi Tentang Pelayanan Pemberian Santunan Kecelakaan Kepada Masyarakat). Ebisma (Economics, Business, Management, & Accounting Journal), 2(2), 22-31. https://doi.org/10.61083/ebisma.v2i2.14

Van Slyke, D. M. (2003). The mythology of privatization in contracting for social services. Public administration review, 63(3), 296-315. https://doi.org/10.1111/1540-6210.00291

Wisniewski, M. (1996). Measuring service quality in the public sector: the potential for SERVQUAL. Total quality management, 7(4), 357-366. https://doi.org/10.1080/09544129650034710

Yumame, J. (2024). INOVASI PELAYANAN PUBLIK BERBASIS DIGITALISASI Studi Kasus “Efektivitas Penggunaan Aplikasi E-Waniambey” DI KOTA JAYAPURA. Journal of Governance and Public Administration, 1(2), 187-202. https://doi.org/10.59407/jogapa.v1i2.605