PERANAN CAMAT DALAM MENINGKATKAN MUTU PELAYANAN DI KANTOR CAMAT ARSE KABUPATEN TAPANULI SELATAN

Charisa Afrilla Harahap; Wawan Patriansyah; Elfi Syahri Ramadhona

doi:10.64168/jurnalransformasi.v1i2.1739

Charisa Afrilla Harahap Universitas Graha Nusantara
Wawan Patriansyah Universitas Graha Nusantara
Elfi Syahri Ramadhona Universitas Graha Nusantara

DOI: https://doi.org/10.64168/jurnalransformasi.v1i2.1739

Keywords: Role, Sub-district Head, Service Quality

Abstract

The Arse Sub-district Head has a very important role in improving the quality of service at the Arse Sub-district Office. This study aims to determine how the sub-district head's role in improving the quality of service at the Arse Sub-district Office, South Tapanuli Regency. The researcher used a descriptive research method with a qualitative approach. Data collection techniques were carried out using interview, observation, and documentation techniques. The data sources in this study were the Arse sub-district head, Arse sub-district office employees, and the Arse sub-district community. Based on the results of the study, it shows that the role of the Arse sub-district head in improving the quality of service at the Arse sub-district office is very important. The sub-district head acts as a leader and director (leadership), the sub-district head is also responsible for managing all resources (human, facilities, and budget) to support service improvement, the sub-district head also provides training or development to improve employee competency, in addition, the sub-district head as a leader also motivates his employees by giving awards or incentives every year. And the sub-district head also plays a role as a supervisor and evaluates all employee performance towards service quality. Factors that influence the performance of the sub-district head in improving the quality of service at the Arse sub-district office are: the competence of the Arse sub-district office staff, the service system and procedures at the Arse sub-district office, the facilities and infrastructure at the Arse sub-district office, the use of information technology at the Arse sub-district office, the leadership of the sub-district head at the Arse sub-district office, supervision and accountability at the Arse sub-district office, public participation and satisfaction at the Arse sub-district office, and the organizational culture at the Arse sub-district office.