Penerapan Pelayanan Prima pada Bagian Pengurus Barang di Dinas Pariwisata Kota Palembang

Excellent service is one of the keys to success in increasing customer satisfaction and operational efficiency in government agencies. This article discusses the implementation of excellent service in the goods management section of the Palembang City Tourism Office. The purpose of this study is to analyze the extent to which the principles of excellent service, such as responsiveness, reliability, empathy, and concern, have been implemented in the goods management process. The research method used is qualitative with a case study approach, through in-depth interviews, observations, and documentation studies. The results of the study indicate that the implementation of excellent service has had a positive impact on the efficiency of goods management and user satisfaction. However, there are still several obstacles, such as limited human resources and technological infrastructure, which need to be overcome to further improve service quality. This article provides strategic recommendations for improving the implementation of excellent service, including employee training, utilization of information technology, and strengthening the monitoring and evaluation system. Thus, this study is expected to be a reference for other government agencies in improving the quality of public services