Analisis Kualitas Pelayanan Publik Kepolisian Pada Sentra Pelayanan Kepolisian Terpadu (Spkt) Polsek Sabangau

Abstract

The Sabangau Police play a crucial role in upholding security and public order through their provision of public services. To enhance service quality, the Sabangau Polsek has established an Integrated Police Service Center (SPKT) as a comprehensive service hub. This study aims to assess and analyze the quality of public services offered by the SPKT at the Sabangau Police, while identifying factors influencing service quality. Utilizing a qualitative approach, the research employed in-depth interviews, participant observation, and documentation studies. Informants were chosen through purposive sampling, and data analysis followed the Miles and Huberman model, involving data reduction, presentation, and conclusions. Results indicate successful enhancements in the quality of public services at the Sabangau Polsek, evident in tangible, reliability, assurance, responsiveness, and empathy aspects. Factors contributing to service quality include competent human resources and clear policies. Conversely, obstacles identified encompass insufficient infrastructure and facilities, along with personnel shortages hindering consistent public service provision.