Kinerja Pelayanan Publik Di Kantor Kecamatan Sibolga Sambas Kota Sibolga Provinsi Sumatera Utara

Abstract

Penelitian ini bertujuan untuk menganalisis kinerja pelayanan publik di Kantor Kecamatan Sibolga Sambas Kota Sibolga Provinsi Sumatera Utara. Pelayanan publik merupakan salah satu fungsi utama pemerintahan yang bertujuan memenuhi kebutuhan masyarakat secara efektif, efisien, transparan, dan akuntabel. Namun, dalam pelaksanaannya masih ditemukan berbagai kendala seperti lambatnya proses pelayanan, kurangnya sarana dan prasarana, serta rendahnya disiplin aparatur yang berdampak pada tingkat kepuasan masyarakat. Oleh karena itu, diperlukan evaluasi terhadap kinerja pelayanan publik agar kualitas pelayanan dapat terus ditingkatkan. Metode penelitian yang digunakan adalah metode deskriptif dengan pendekatan kualitatif. Teknik pengumpulan data dilakukan melalui observasi, wawancara, dan dokumentasi. Informan penelitian terdiri dari aparatur kecamatan dan masyarakat pengguna layanan. Analisis data dilakukan melalui tahap reduksi data, penyajian data, dan penarikan kesimpulan. Fokus penelitian mencakup indikator kinerja pelayanan publik yang meliputi efektivitas, efisiensi, responsivitas, tanggung jawab, dan kepuasan masyarakat. Hasil penelitian menunjukkan bahwa kinerja pelayanan publik di Kantor Kecamatan Sibolga Sambas secara umum sudah berjalan cukup baik, namun masih terdapat beberapa hambatan dalam pelaksanaannya. Dari aspek efektivitas dan responsivitas, aparatur kecamatan telah berupaya memberikan pelayanan sesuai prosedur dan kebutuhan masyarakat. Akan tetapi, dari aspek efisiensi masih ditemukan keterlambatan pelayanan akibat keterbatasan sumber daya manusia dan sarana pendukung. Selain itu, tingkat kepuasan masyarakat belum sepenuhnya optimal karena masih adanya keluhan terkait waktu pelayanan dan kurangnya informasi yang jelas kepada masyarakat. Upaya yang dilakukan untuk meningkatkan kualitas pelayanan antara lain peningkatan disiplin pegawai, pemanfaatan teknologi informasi, serta perbaikan sarana dan prasarana pelayanan.Kesimpulan penelitian ini adalah bahwa kinerja pelayanan publik di Kantor Kecamatan Sibolga Sambas Kota Sibolga Provinsi Sumatera Utara telah berjalan cukup baik, namun masih memerlukan peningkatan dalam aspek efisiensi pelayanan, kualitas sumber daya manusia, dan penyediaan fasilitas pelayanan agar tercipta pelayanan publik yang lebih optimal dan mampu meningkatkan kepuasan masyarakat. This study aims to analyze the performance of public services at the Sibolga Sambas District Office, Sibolga City, North Sumatra Province. Public services are one of the main functions of government that aims to meet the needs of the community effectively, efficiently, transparently, and accountably. However, in its implementation, various obstacles are still encountered, such as slow service processes, lack of facilities and infrastructure, and low discipline of officials that impact the level of public satisfaction. Therefore, an evaluation of public service performance is needed so that service quality can be continuously improved. The research method used is a descriptive method with a qualitative approach. Data collection techniques are carried out through observation, interviews, and documentation. Research informants consist of district officials and community service users. Data analysis is carried out through the stages of data reduction, data presentation, and drawing conclusions. The focus of the study includes public service performance indicators including effectiveness, efficiency, responsiveness, responsibility, and public satisfaction. The results of the study indicate that the performance of public services at the Sibolga Sambas District Office has generally run quite well, but there are still several obstacles in its implementation. From the aspects of effectiveness and responsiveness, district officials have attempted to provide services according to procedures and community needs. However, from an efficiency perspective, service delays are still observed due to limited human resources and supporting facilities. Furthermore, public satisfaction levels are not yet optimal due to ongoing complaints regarding service times and a lack of clear information provided to the public. Efforts to improve service quality include improving employee discipline, utilizing information technology, and improving service facilities and infrastructure. The conclusion of this study is that public service performance at the Sibolga Sambas District Office, Sibolga City, North Sumatra Province, has been quite good. However, improvements are still needed in terms of service efficiency, human resource quality, and the provision of service facilities to create more optimal public services and increase public satisfaction