EFEKTIVITAS PATEN DALAM MENINGKATKAN KUALITAS PELAYANAN PUBLIK DI KECAMATAN RENGAT

Abstract

This study aims to analyze the effectiveness of Integrated District Administrative Services (Pelayanan Administrasi Terpadu Kecamatan PATEN) management in improving public service quality at the Rengat District Office, Indragiri Hulu
Regency, as well as to identify its supporting and inhibiting factors. The study employed a descriptive qualitative approach. Data were collected through in-depth interviews, observations, and documentation involving 15 informants consisting of
district government officials, community leaders, and service users. Service effectiveness was analyzed based on target accuracy, timeliness, conformity of service outcomes with objectives, community satisfaction, human resources, facilities
and technology, communication, as well as monitoring and evaluation. Service quality was analyzed using the five SERVQUAL dimensions: tangibles, reliability, responsiveness, assurance, and empathy. The findings indicate that the
implementation of PATEN is generally moderately effective. The services have reached the intended community, and three main types of administrative documents can be processed at the district level within approximately 15 minutes under normal
conditions. However, service effectiveness remains inconsistent due to limited staffing, irregular adherence to working hours, malfunctioning computers, limited information media, insufficient formal socialization, and the absence of structured
complaint-handling and satisfaction-survey mechanisms. Reliability is a relatively strong dimension, whereas responsiveness requires the greatest improvement. From a Business Administration perspective, improving service quality requires an integrated
approach encompassing human resource management, operations management, technology utilization, process standardization, and user experience management.