Implementasi Pelayanan Prima di Desa Bulukerto Kecamatan Bumiaji Kota Batu

Abstract

Excellent service is one of the efforts of village governments in providing quality, fast, precise, and community satisfactionoriented public services. The implementation of excellent service in Bulukerto Village, Bumiaji District, Batu City still faces challenges, especially in the utilization of digital technology by the community, so a study on its implementation is needed. This study aims to determine the implementation of excellent service in Bulukerto Village, Bumiaji District, Batu City and identify the supporting and inhibiting factors in its implementation. This study used a qualitative research method with a descriptive approach. Data collection was carried out through observation, interviews, and documentation. Research informants were determined using purposive sampling technique consisting of the Village Head, Village Secretary, service staff, and the community. Data analysis used the interactive model of Miles, Huberman, and Saldana which includes data collection, data condensation, data display, and drawing conclusions. The validity of the data was tested using technical triangulation. The results showed that the implementation of excellent service in Bulukerto Village has run well based on the five dimensions of excellent service according to Hardiyansyah, namely tangible, reliability, responsiveness, assurance, and empathy. Village officials have provided services according to procedures, supported by adequate facilities and infrastructure, responsiveness of officials, guarantees of service certainty, as well as friendly and empathetic attitudes towards the community. Supporting factors for the implementation of excellent service include the commitment of village officials, availability of infrastructure facilities, utilization of information technology, and community participation. Meanwhile, the inhibiting factor that is still found is the low understanding of some communities towards digital-based service systems.