Menilai Ulang Kualitas Pelayanan Publik: Bukti dari Kecamatan Andir

Abstract

Public service is a key indicator of modern bureaucratic performance, yet many regions still struggle with regulatory gaps, limited bureaucratic capacity, and low community participation. This study aims to reassess the quality of public services in Andir District, Bandung, by focusing on infrastructure, bureaucratic competence, and the alignment of policies with citizens’ needs. Drawing upon service quality theory, classical public administration, and customer satisfaction theory, this research employed a qualitative descriptive approach using interviews, observations, and document analysis. Findings reveal that although physical facilities are relatively adequate, limited technological skills among staff and the lack of effective policy dissemination remain major obstacles. Interestingly, service quality is shaped not only by bureaucrats’ responsiveness but also by citizens’ readiness and administrative literacy. These insights highlight the need for integrated reforms that combine regulatory updates, capacity building of civil servants, and more participatory communication between government and the public.

Pelayanan publik merupakan indikator utama keberhasilan birokrasi modern, namun di banyak daerah masih menghadapi kendala regulasi, kapasitas aparatur, dan rendahnya partisipasi masyarakat. Penelitian ini bertujuan menilai ulang kualitas pelayanan publik di Kecamatan Andir, Bandung, dengan menekankan dimensi infrastruktur, kompetensi aparatur, dan relevansi kebijakan terhadap kebutuhan masyarakat. Mengacu pada teori kualitas pelayanan, administrasi publik klasik, dan kepuasan masyarakat, penelitian ini menggunakan pendekatan kualitatif deskriptif melalui wawancara, observasi, serta dokumentasi. Hasil penelitian menunjukkan bahwa meskipun fasilitas fisik relatif memadai, keterbatasan penguasaan teknologi aparatur dan minimnya sosialisasi kebijakan masih menjadi penghambat signifikan. Menariknya, kualitas layanan tidak hanya ditentukan oleh aparatur, tetapi juga kesiapan dan literasi administratif masyarakat. Temuan ini menegaskan bahwa perbaikan pelayanan publik menuntut strategi terpadu: pembaruan regulasi, penguatan kapasitas SDM, serta komunikasi birokrasi yang lebih partisipatif.