Public Perception of the Quality of Public Services in Katinimbang Village, Makassar City

Abstract

This study aimed to analyze community perceptions of the quality of public services in Katimbang Subdistrict, Makassar City, and to identify the factors influencing those perceptions. A descriptive qualitative approach was employed. Data were collected through in-depth interviews, field observations, and documentation involving community members as service recipients and subdistrict officials as service providers. Data were analyzed using the Miles and Huberman interactive model, consisting of data collection, data reduction, data display, and conclusion drawing and verification. The findings show that community perceptions of public service quality in Katimbang Subdistrict were generally quite good and satisfactory. These perceptions were reflected in three processes: stimulus reception, understanding or comprehension, and assessment or evaluation. The community perceived officials as polite, friendly, communicative, responsive, and fair in providing services without discrimination. Nevertheless, limitations remain, particularly in waiting facilities and the availability of written information concerning service requirements and procedures. Community perceptions were mainly influenced by impression-giving factors related to service personnel, target/object factors related to the service received, and situational factors related to the service environment. The findings indicate that improving public service quality requires stronger communication by officials, more accessible service information, and improvements in facilities and infrastructure.