Betang Journal of Public Administration

Analysis of Administration Service Quality at Sei Gohong Sub-District Using the SERVQUAL Model

Resa Resa, Wening Mustikaningsih, Nova Riyanti — Fri, 05 Jun 2026 00:00:00 +0700

This research is motivated by the importance of improving the quality of administrative services at the village level as the frontline in providing services to the community. The problem of this research is how the quality of administrative services in Sei Gohong Village is viewed from the SERVQUAL model which includes five dimensions, namely: tangible, reliability, responsiveness, assurance, and empathy. This study aims to describe the quality of administrative services based on these five dimensions. This study uses a qualitative approach with a descriptive research type, while data collection techniques are carried out through observation, interviews, and documentation. The main findings show that the quality of administrative services in Sei Gohong Village is generally in the fairly good category. In the tangibles dimension, service facilities are considered quite adequate, although the waiting room capacity is still limited and there are still some facilities that need to be improved; also, at certain times, the apparatus is not on site during working hours. In the reliability dimension, the apparatus has carried out services according to procedures and is able to process documents fairly precisely and accurately. In the responsiveness dimension, the apparatus shows agility in helping the community and providing explanations regarding service procedures, although when the number of people increases, services become slower due to limited staff and increased requests for administrative services. In the assurance dimension, officials guarantee timeliness and document legality, thereby fostering public trust in the services provided. Meanwhile, in the empathy dimension, officials demonstrate a friendly, polite, and attentive attitude to members of the public who need assistance with administrative processes.

Implementation of the Participatory Supervisory Education Program (P2P) in Enhancing Community Involvement in Election Oversight in Lamandau

Evelyn Damayanti Fachrotul Uluhiyah, Desy Selawaty — Wed, 17 Jun 2026 00:00:00 +0700

Abstract

This study aims to examine the Implementation of the Participatory Supervisory Education Program (P2P) in Enhancing Community Involvement in Election Oversight in Lamandau Regency and to identify the challenges encountered during its implementation. The Participatory Supervisory Education Program (P2P) is an initiative implemented by the Election Supervisory Agency (Bawaslu) of Lamandau Regency to promote public awareness and encourage community participation in election oversight.This research employed a qualitative method with a descriptive approach. Data were collected through observations, interviews, and a review of relevant literature related to the P2P Program. Data analysis was conducted using the interactive model developed by Miles, Huberman, and Saldaña (2014), which consists of data collection, data reduction, data display, and conclusion drawing.The findings indicate that the implementation of the P2P Program was carried out through several stages, including program socialization, participant registration, participant selection, education and training, participatory election oversight practices, and the development of participatory supervisory cadres. Based on Dwiningrum’s (2011) theory of community participation, the study found that community members demonstrated active involvement in program implementation, utilization of program outcomes, and program evaluation. This participation was reflected in their involvement in educational and training activities on participatory election oversight, their understanding of election monitoring mechanisms, and their contribution of feedback regarding program implementation. Nevertheless, participation among young people, who constitute the primary target group of the program, remained relatively low.Several challenges were identified during the implementation of the program, including limited financial resources, low participation among young people, public misconceptions regarding the objectives of the program, and technical difficulties encountered during online activities. Drawing upon Edward III’s (1980) policy implementation theory, the study concludes that the implementation of the P2P Program is influenced by four key factors: communication, resources, disposition, and bureaucratic structure. These factors play a crucial role in supporting the successful implementation of the Participatory Supervisory Education Program (P2P) in Lamandau Regency

Strategy Of The East Barito Regency Investment And One-Door Integrated Services Office (DPMPTSP) In Increasing Investment in the MSME Sector

Rada Sapna Dewi Dewi, Ainun Jariah — Fri, 26 Jun 2026 00:00:00 +0700

This study aims to analyze the strategy of the East Barito Regency Investment and One-Stop Integrated Services Agency (DPMPTSP) in increasing investment in the Micro, Small, and Medium Enterprises (MSMEs) sector. The research method uses a descriptive qualitative approach with data collection techniques through observation, interviews, and documentation. Data validity was tested using source triangulation and technical triangulation. Data analysis uses the Miles & Huberman model, which includes data reduction, data presentation, and conclusion drawing. The results show that increasing MSME investment is carried out through digital-based service strategies, licensing assistance, strengthening promotions, and simplifying the licensing process in accordance with Government Regulation No. 5 of 2021 concerning Risk-Based Licensing. A SWOT analysis shows that the main strength is the OSS-RBA system, the weakness is limited digital human resources, the opportunity is regional economic growth, and the threat is low digital literacy among MSMEs. This study recommends strengthening digital services, improving human resource competencies, and integrating financing institutions.