Effectiveness of Apparatus Performance in Public Administration Services at the General Affairs Section of the Regional Secretariat of Barito Timur Regency
Downloads
This research aims to analyze the effectiveness of apparatus performance in public administration services at the General Affairs Division of the Regional Secretariat of East Barito Regency, focusing on the work process, apparatus experience, and supporting and inhibiting factors in service delivery. This issue is important to study considering the demands for improving public service quality and bureaucratic reform at the regional government level, which still faces various structural and cultural challenges. The research uses a qualitative approach with a case study design. Data collection techniques were carried out through semi-structured interviews, participatory observation, and documentation. Informants consisted of civil servants, work unit leaders, and service users selected through purposive and snowball sampling.
The research results indicate that the effectiveness of apparatus performance is influenced by professionalism and individual competence, still procedural service orientation, hierarchical bureaucratic structures, adaptation to digital transformation, and a collective work culture within the organization. The responsiveness of the apparatus to the community is considered quite good, but the speed of service is still hampered by tiered coordination mechanisms and human resource limitations. Furthermore, the digitalization of services has not been optimal due to constraints in technological competence and organizational readiness. These findings contribute to enriching public administration studies by emphasizing the importance of work culture dimensions, experience, and the meaning of service in understanding the effectiveness of apparatus performance. Practically, this research recommends strengthening the capacity of the apparatus, simplifying bureaucratic procedures, developing transformational leadership, and optimizing the utilization of technology in public administration services. Future research is suggested to use comparative and integrative approaches to broaden the understanding of apparatus performance effectiveness in local governments.
[1] A. Dwiyanto, “Public Service Reform in Indonesia: Challenges and Opportunities,” Journal of Public Administration and Governance, vol. 10, no. 3, pp. 1–12, 2020.
[2] S. A. Rahman and R. N. Yuliani, “Bureaucratic Reform and Public Service Performance in Local Government,” International Journal of Public Administration, vol. 44, no. 12, pp. 1012–1022, 2021.
[3] M. H. Syamsuddin, “Performance and Accountability in Public Service: Evidence from Local Government in Indonesia,” Public Policy and Administration, vol. 19, no. 2, pp. 135–148, 2022.
[4] D. W. Pratama and L. Fitriyah, “Quality of Public Services and Community Satisfaction in Regional Government,” Jurnal Administrasi Publik, vol. 18, no. 1, pp. 45–57, 2023.
[5] R. Nugroho and A. S. Hidayat, “Effectiveness of Civil Servant Performance in Public Service Delivery,” Journal of Governance and Public Policy, vol. 12, no. 1, pp. 66–78, 2024.
[6] R. Denhardt and J. Denhardt, “The New Public Service and Public Administration,” Public Administration Review, vol. 80, no. 6, pp. 890–901, 2020.
[7] S. Kim and H. Lee, “Digital Competency and Public Service Effectiveness in Government Organizations,” Government Information Quarterly, vol. 39, no. 3, pp. 101680, 2022.
[8] J. W. Creswell and C. N. Poth, “Qualitative Inquiry and Research Design in Public Administration,” Public Administration Review, vol. 80, no. 5, pp. 857–867, 2020.
[9] M. Q. Patton, “Qualitative Research and Evaluation Methods in Public Sector Studies,” Evaluation and Program Planning, vol. 79, pp. 101–110, 2021.
[10] S. J. Tracy, “Qualitative Research Methods in Public Administration,” Journal of Mixed Methods Research, vol. 16, no. 2, pp. 230–245, 2022.
[11] N. K. Denzin and Y. S. Lincoln, “Triangulation and Validation in Qualitative Public Policy Research,” Qualitative Research, vol. 21, no. 3, pp. 328–345, 2021.
[12] M. B. Miles, A. M. Huberman, and J. Saldaña, “Qualitative Data Analysis in Public Administration,” Qualitative Research Journal, vol. 20, no. 4, pp. 423–435, 2020.
[13] J. E. Fountain, Building the Virtual State: Information Technology and Institutional Change. Washington, DC, USA: Brookings Institution Press, 2001.
[14] C. Pollitt and G. Bouckaert, Public Management Reform: A Comparative Analysis. Oxford, UK: Oxford University Press, 2017.
[15] A. Parasuraman, V. A. Zeithaml, and L. L. Berry, “SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality,” Journal of Retailing, vol. 64, no. 1, pp. 12–40, 1988.
Copyright (c) 2026 American Journal of Political Science and Leadership Studies
This work is licensed under a Creative Commons Attribution 4.0 International License.
