The research was conducted by Putri Azari Br Bangun, Benni Purba, and Menanti Br Sembiring from Universitas Quality Berastagi and was published in the Indonesian Journal of Advanced Research (IJAR) Vol. 5 No. 4 in 2026. The study highlights the importance of public service quality at the district level, where government institutions interact most directly with local communities.
As the government office closest to the public, the district office plays a strategic role in providing various administrative services such as inheritance certificates, poverty certificates, death certificates, and other official documents. Based on Indonesian Law No. 25 of 2009 concerning Public Services, the government is required to provide services that are transparent, accountable, and non-discriminatory.
In practice, however, public services at the district level still face several challenges. Low work discipline, limited facilities, slow administrative processes, and unclear service information are among the most common complaints from the public. This situation also occurs in Payung District, Karo Regency, where several administrative services have not been completed according to the expected time targets.
The researchers used a descriptive qualitative approach to directly examine employee performance in delivering public services. Data were collected through interviews, observations, and documentation involving the District Head, District Secretary, administrative staff, and 10 community members as service users.
The study was conducted from October to February at the Payung District Office located on Jalan Rumah Kuta No. 1, Karo Regency. Data analysis used the Miles and Huberman model through data reduction, data presentation, and conclusion drawing, supported by triangulation techniques to ensure stronger validity.
The study focused on five main indicators of public service performance: service accessibility, timeliness, clarity of procedures, service completion accuracy, and employee attitude.
The results show that most citizens consider the service at the Payung District Office to be fairly good.
The main findings include:
- Administrative services are generally easy, especially for people already familiar with document processing
- Service time usually follows the standard schedule, although delays occur during busy periods or when documents are incomplete
- Service procedures are actually clear, but first-time visitors often experience confusion
- Most services are completed on time, although operational conditions can cause delays
- Employees are considered friendly, polite, and helpful, although they sometimes become overwhelmed during peak service hours
The study also found differences in perception between employees and the public. Employees believe the service already runs optimally according to standard operating procedures (SOP), while many citizens still feel they need additional explanations regarding administrative requirements and service flow.
This finding shows that successful public service depends not only on employee performance, but also on how effectively service information is communicated to the public. Many residents, especially first-time applicants, still struggle to understand the procedures they must follow.
From the perspective of service ethics, employees were seen as showing positive attitudes. Friendliness, politeness, and willingness to help were important factors shaping public satisfaction. However, during busy service hours, increased workload caused slower responses from employees.
According to Putri Azari Br Bangun and her research team, this condition shows that public service quality is influenced not only by individual employee performance, but also by work systems, internal coordination, and workload management.
“Administrative services at the Payung District Office generally run well, but are not yet optimal, especially in service information delivery and workload management,” the researchers wrote in the conclusion section.
The study confirms that good public service must be built through a combination of work discipline, clear communication, and efficient service systems. Speed alone is not enough if people still feel confused about the requirements they must prepare.
For this reason, the researchers recommend that the Payung District Office improve the quality of administrative information through clearer information boards, digital communication channels, and simpler direct explanations. Employees are also expected to apply SOPs more consistently and improve their communication skills when serving the public.
In addition, stronger coordination among employees and better queue management during peak hours are considered important steps to ensure public services become more effective and provide higher citizen satisfaction.
This study serves as a reminder that district offices are not only places for processing documents, but also the main spaces where citizens judge the quality of government services. When public service works well, public trust in government becomes stronger.
Author Profile
Putri Azari Br Bangun is a researcher from Universitas Quality Berastagi focusing on public administration, community services, and government employee performance.
Benni Purba is an academic actively involved in the study of regional government management, public services, and public sector organizational effectiveness.
Menanti Br Sembiring is a researcher in government administration with a focus on public service quality and citizen satisfaction.
Research Source
Bangun, P. A. B., Purba, B., & Sembiring, M. (2026). Analysis of Employee Performance in Providing Services to the Community at the Payung District Office, Karo Regency. Indonesian Journal of Advanced Research (IJAR), Vol. 5, No. 4, 519–530.
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