Kualitas Pelayanan Publik Pasca Pemekaran Nagari di Nagari Aia Gadang Kecamatan Pasaman Kabupaten Pasaman Barat
DOI:
https://doi.org/10.47134/villages.v6i2.337Keywords:
Kualitas Pelayanan Publik , Pemekaran Nagari, Nagari Aia Gadang, SERVQUALAbstract
Penelitian ini bertujuan untuk menganalisis kualitas pelayanan publik pasca pemekaran Nagari di Nagari Aia Gadang Kecamatan Pasaman Kabupaten Pasaman Barat. Pemekaran yang diatur dalam Peraturan Daerah Kabupaten Pasaman Barat Nomor 10 Tahun 2022 diharapkan dapat meningkatkan efektivitas pelayanan publik, namun masih menghadapi kendala berupa keterbatasan sarana prasarana, sumber daya aparatur, dan belum adanya Standar Operasional Prosedur (SOP) pelayanan. Penelitian ini menggunakan pendekatan kualitatif deskriptif dengan teknik purposive sampling dan snowball sampling. Data dikumpulkan melalui wawancara, observasi, dan dokumentasi, serta dianalisis dengan mereduksi data, menyajikan data, dan menarik kesimpulan. Hasil penelitian menunjukkan bahwa kualitas pelayanan publik pasca pemekaran tergolong cukup baik namun belum optimal. Berdasarkan lima dimensi SERVQUAL, aspek keandalan dan daya tanggap meningkat karena wilayah pelayanan lebih kecil, sedangkan kecepatan pelayanan masih terhambat oleh keterbatasan aparatur dan fasilitas. Aspek empati tergolong baik namun belum merata di seluruh petugas, sementara bukti fisik dan jaminan masih perlu ditingkatkan. Pemekaran nagari berdampak positif terhadap akses pelayanan, tetapi peningkatan kualitas tetap diperlukan melalui penyusunan SOP, peningkatan kompetensi aparatur, dan penyediaan fasilitas yang memadai.
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