Perspektif Publik Tentang Kualitas Pelayanan Publik Di Kantor Desa Bailo

This study aims to evaluate the quality of public services at the Bailo
Village Office, Tojo Una-Una Regency, using a qualitative research
approach with a case study design. Data were collected through in-
depth interviews with seven informants, including community
members and village staff, and through direct observation. This
study identified five dimensions of service quality based on the
SERVQUAL model, namely reliability, responsiveness, assurance,
empathy, and tangibles. The results showed that most services met
community expectations, but there remained inequalities in Time
efficiency and service speed. The dimensions of reliability and
responsiveness were generally good, but some officers were
inconsistent in providing efficient service. The dimensions of assurance, empathy, and tangibles also demonstrated good quality,
though they still needed improvement, particularly in facility maintenance and the consistency of employee empathy. This study
provides recommendations for improving employee training, Time management, and supporting facilities to improve the quality of
public services.