Kualitas Pelayanan dalam Pengelolaan Administrasi pada Kantor Kelurahan Sungai Jawi Dalam Pontianak Barat

This study aims to determine the quality of service in administrative management at the Sungai Jawi Dalam Village Office, West Pontianak District. Quality public service is a demand of the community in the current era of bureaucratic modernization. Therefore, administrative services at the village level must be able to meet community expectations by providing fast, accurate, and friendly services. This study uses a qualitative descriptive method with a five-dimensional SERVQUAL approach, namely: speed of service (responsiveness), politeness (assurance), completeness of facilities (tangible), responsibility (reliability), and timeliness of service. Data collection techniques were carried out through in-depth interviews with village employees and community users of services, as well as direct observation of the situation and service process in the field. The results of the study indicate that in general the quality of administrative services at the Sungai Jawi Dalam Village Office is quite good. Service officers are considered responsive to community needs, provide services with a polite attitude, and show high responsibility in completing administration. However, several obstacles were still found such as inadequate waiting room facilities, lack of air conditioning, and limited and inflexible service times. This condition causes discomfort for some people, especially during peak hours. Therefore, it is recommended that the sub-district improve facilities and infrastructure, develop a more efficient service system, and conduct periodic evaluations of service performance in order to create quality, professional public services that are oriented towards public satisfaction.