Persepsi Masyarakat Dalam Pelayanan Aparat Desa
Public Perceptions of Services Provided by Village Officials
Abstract
Pelayanan publik di tingkat desa kerap menghadapi hambatan struktural maupun kultural yang berdampak pada rendahnya kepuasan masyarakat. Studi ini mengkaji kualitas pelayanan di Desa Olilan dengan menyoroti tiga aspek utama: pemahaman masyarakat, tanggapan warga, dan harapan terhadap pelayanan desa. Metode penelitian menggunakan pendekatan kualitatif dengan teknik wawancara mendalam pada tujuh informan kunci yang terdiri dari aparatur desa dan masyarakat. Data dianalisis secara tematik dengan model interaktif Miles dan Huberman, meliputi reduksi data, penyajian data, serta penarikan kesimpulan. Hasil penelitian menunjukkan adanya kesenjangan signifikan antara standar pelayanan ideal berbasis good governance dengan praktik di lapangan, yang ditandai oleh lemahnya literasi layanan, kapasitas aparatur yang terbatas, serta minimnya transparansi. Diskusi menegaskan bahwa partisipasi warga hanya dapat terwujud jika pemahaman publik dan komunikasi dua arah diperkuat. Rekomendasi diarahkan pada pelatihan aparatur, digitalisasi layanan, serta forum evaluasi publik desa.
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References
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Al-Omari, Ahmed, and Hussein Al-Omari. “E-Government Readiness Assessment Model.” Journal of Computer Science 2, no. 11 (2006): 841–45.
Alfons, Sartje Sarah, Miracle Soplanit, and Andress D Bakarbessy. “Penyelenggaraan Urusan Pemerintahan Daerah Berciri Kepulauan (Kajian Terhadap Pelayanan Administrasi Kependudukan Di Kabupaten Maluku Tengah).” Jurnal Pembangunan Hukum Indonesia 6, no. 1 (2024): 18–34. https://doi.org/https://doi.org/10.14710/jphi.v6i1.18-34.
Anarti, Gianda, Misbahuddin Misbahuddin, and Hasrullah Liong Misi. “The Influence of Service Support Facilities and Service Quality on Community Satisfaction in The Benteng District of The Selayar Island District.” Point of View Research Management 6, no. 2 (2025): 49–54.
Bianchi, Carmine, Greta Nasi, and William C Rivenbark. “Implementing Collaborative Governance: Models, Experiences, and Challenges.” Public Management Review. Taylor & Francis, 2021.
Bizimana, Steve Cedric. “E-Government Readiness Assessment for Government Institutions in Burundi.” Development 3 (2020): 4.
Bobbio, Luigi. “Designing Effective Public Participation.” Policy and Society 38, no. 1 (2019): 41–57.
Coelho, Vera Schattan P, and Andrea Cornwall. “Spaces for Change? The Politics of Participation in New Democratic Arena (Intro),” 2007.
Denhardt, Janet V, and Robert B Denhardt. “The New Public Service Revisited.” Public Administration Review 75, no. 5 (2015): 664–72.
Florini, Ann. The Right to Know: Transparency for an Open World. Columbia University Press, 2007.
Funck, Elin K, and Tom S Karlsson. “Twenty‐five Years of Studying New Public Management in Public Administration: Accomplishments and Limitations.” Financial Accountability & Management 36, no. 4 (2020): 347–75.
Fung, Archon, and Erik Olin Wright. “Deepening Democracy: Innovations in Empowered Participatory Governance.” Politics & Society 29, no. 1 (2001): 5–41.
Holdo, Markus. Participatory Spaces under Urban Capitalism: Contesting the Boundaries of Democratic Practices. Taylor & Francis, 2024.
Katharina, Riris. Pelayanan Publik & Pemerintahan Digital Indonesia. Yayasan Pustaka Obor Indonesia, 2021.
Lionandiva, Guntur, and Triandi Triandi. “Penerapan Prinsip-Prinsip Good Governance Dalam Meningkatkan Kualitas Pelayanan Publik Pada Kantor Badan Pendapatan Daerah Kota Bogor.” Jurnal Ilmiah Akuntansi Kesatuan 10, no. 3 (2022): 607–16.
Miles, Matthew B. “Qualitative Data Analysis: A Methods Sourcebook.” Sage, 2014.
Moore, Mark Harrison. “Creating Public Value: The Core Idea of Strategic Management in Government.” International Journal of Professional Business Review 6, no. 1 (2021): 1–2.
Muhammad Ardhiansyah, Irawan Suntoro, Yunisca Nurmalisa. “PERSEPSI MASYARAKAT TERHADAP PELAYANAN PUBLIK OLEH APARATUR DESA.” Zitteliana 19, no. 8 (2020): 159–70. https://jips.fkip.unila.ac.id/index.php/JKD/article/view/12208.
Nugraha, Joko Tri, A Mukti, Fadlurrahman Fadlurrahman, Seiren Ikhtiara, and Eny Boedi Orbawati. “Public Service Quality Dan Customer Satisfaction: Mengekplorasi Atribut Kualitas Pelayanan Pada Sektor Publik.” Jurnal Pemerintahan Dan Politik, 2024. https://doi.org/10.36982/jpg.v9i2.3653.
Oxley, Douglas R, Kevin B Smith, John R Alford, Matthew V Hibbing, Jennifer Miller, Mario J Scalora, Peter Hatemi, and John R Hibbing. “Political Attitudes Vary with Physiological Traits.” Science 321, no. 5896 (2008): 1667–70. https://doi.org/10.1126/science.1157627.
Parasuraman, ABLL, Valarie A Zeithaml, and Leonard Berry. “SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality.” 1988 64, no. 1 (1988): 12–40.
Porumbescu, Gregory, Albert Meijer, and Stephan Grimmelikhuijsen. Government Transparency: State of the Art and New Perspectives. Cambridge University Press, 2022.
Rachman, Ellys, Lisda Van Gobel, Andi Yusuf Katili, and Tety Adam. “Kemampuan Petugas Dalam Penerbitan Surat Izin Usaha Mikro Kecil Di Kantor Camat Dungingi Kota Gorontalo.” Jurnal Administrasi, Manajemen Dan Ilmu Sosial (J-AEIS) 2, no. 1 (2023): 30–40. https://doi.org/https://doi.org/10.37606/jaeis.v2i1.63.
Robinson, Rebecca S. “Purposive Sampling.” In Encyclopedia of Quality of Life and Well-Being Research, 5645–47. Springer, 2024.
Rojak, Jeje Abdul. “Reconstructing Bureaucracy through Agility and Empathy in Public Service Transformation.” Bulletin of Science, Technology and Society 4, no. 1 (2025): 27–34.
Sawitri, Ni Nyoman, Dwi Ermayanti, Umi Farida, Dikson Junus, Ellys Rachman, and Resista Vikaliana. “Human Resources Competency, The Use of Information Technology and Internal Accounting Control on Time Procurement of Financial Reporting.” In Journal of Physics: Conference Series, 1175:12263. IOP Publishing, 2019. https://doi.org/https://doi.org/10.1088/1742-6596/1175/1/012263.
Sugiyono. Metode Penelitian Kuantitatif, Kualitatif, Dan R&D. Edited by Alfabeta. Bandung: Alfabeta, 2017.
Tjiptono, Fandy. Service Management: Mewujudkan Layanan Prima Edisi 4. Penerbit Andi, 2022.
Uang, Yulinda, and Susniwati Susniwati. “Revolusi Digital Dalam Pelayanan Publik: Solusi Cepat Dan Transparan Untuk Masyarakat Kepulauan.” ANTASENA: Governance and Innovation Journal 3, no. 1 (2025): 88–98.
Wang, Hongli, and Jinguang Guo. “New Way out of Efficiency-Equity Dilemma: Digital Technology Empowerment for Local Government Environmental Governance.” Technological Forecasting and Social Change 200 (2024): 123184.
Published
2025-06-30
How to Cite
Nengo, J., Rachman, E., & Katili, A. (2025). Persepsi Masyarakat Dalam Pelayanan Aparat Desa. Al-Mada: Jurnal Agama, Sosial, Dan Budaya, 8(1), 183-194. https://doi.org/10.31538/almada.v8i1.7864
Section
Articles
Copyright (c) 2025 Jufri Nengo, Ellys Rachman, Andi Yusuf Katili
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
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