Kinerja Aparatur Dalam Meningkatkan Pelayanan Publik di Desa Mulyoagung Kecamatan Dau Kabupaten Malang

Abstract

This study aims to evaluate the performance of the apparatus in improving public services in Mulyoagung Village, Dau District, Malang Regency, and to identify factors that influence the quality of public services. The approach used in this study is a qualitative case study method. Data were collected through interviews, observations, and documentation with informants selected by purposive sampling, namely the Village Head, Village Secretary, and the community. Data analysis was carried out using an interactive analysis model that includes collection, condensation, presentation, and drawing conclusions. The results of the study indicate that the performance of the Mulyoagung Village apparatus in improving public services is excellent, with increased transparency, community participation, and utilisation of technology. However, the challenges faced are limited human resources and infrastructure that need to be improved. The main supporting factor is the commitment of the village government, while the main obstacles are a lack of training for village officials and low public awareness, which hinders active participation in the service process. This study provides a practical contribution to improving public services at the village level by increasing the capacity of the apparatus and community participation