MINAHASA – Public service delivery in several senior high schools across
Minahasa Regency continues to face challenges that affect the efficiency and
quality of administrative services provided to students, parents, and the wider
community. This finding was reported by Jendry Paendong, Jerry R.H. Wuisang,
Jenny Kaligis, Feibry Senduk, and Silvana Oroh from the Faculty of Economics
and Business at Manado State University (UNIMA). Published in May 2026 in the Journal
of Educational Analytics (JEDA), the study found that while administrative
service systems are generally in place, limitations in infrastructure, staff
capacity, and procedural efficiency continue to hinder service quality.
The findings are significant because schools function not only as
educational institutions but also as providers of essential public services. As
public expectations for transparency, accountability, and responsiveness
continue to grow, the quality of administrative services has become an
important indicator of institutional performance and public trust in the
education sector.
The research was conducted at three public senior high schools: State Senior
High School 2 Tompaso, State Senior High School 2 Langowan, and State Senior
High School 2 Tondano. Using a qualitative descriptive approach, the
researchers gathered data through field observations, in-depth interviews, and
document analysis involving teachers, administrative personnel, and other
stakeholders responsible for school services.
The study found that administrative procedures were generally available and
implemented according to established regulations. However, several operational
challenges continued to affect the overall effectiveness of service delivery.
Key findings include:
- · Administrative service procedures have been established and are generally functioning as intended.
- · Several services still depend heavily on principal approval, creating delays in document processing.
- · Many community members do not fully understand administrative requirements and procedures.
- · Supporting facilities and infrastructure remain insufficient in some schools.
- · Administrative staff require additional training and professional development to improve service performance.
- · Schools have introduced both direct and online complaint channels to support service improvement efforts.
The researchers also found that some members of the public perceived school
administrative services as slow and not fully aligned with their expectations.
Common concerns included delays in processing requests, inconsistent work
discipline, and limited dissemination of information regarding administrative
procedures.
According to Jendry Paendong and his colleagues from Manado State
University, improving public services in schools requires more than procedural
adjustments. It also demands the development of a service-oriented culture that
prioritizes responsiveness, transparency, professionalism, and public
satisfaction. Strengthening the competencies of educational and administrative
personnel is considered essential to achieving these goals.
The study further highlights the importance of modernizing service
facilities. Adequate computer equipment, printers, internet connectivity, and
backup power systems are viewed as critical resources for reducing operational
disruptions and improving administrative efficiency. Clear communication of
service requirements and procedures can also help minimize documentation errors
and accelerate service delivery.
To address existing challenges, the researchers recommend expanding public
awareness campaigns about school administrative procedures, increasing
investment in service-support infrastructure, strengthening staff capacity
through training programs, and enhancing coordination among schools to
implement consistent service standards.
The findings carry important implications for educational management and
public administration. High-quality public services can improve community
satisfaction, strengthen trust in educational institutions, and support more
professional and accountable school governance. For local governments, the
study underscores that efforts to improve educational quality should be
accompanied by continuous improvements in the administrative services that
communities interact with on a daily basis.
Author Profiles
- Jendry
Paendong - Universitas
Negeri Manado
- Dr. Jerry
R.H. Wuisang - Universitas
Negeri Manado
- Dr. Jenny
Kaligis - Universitas
Negeri Manado
- Dr. Feibry
Senduk - Universitas
Negeri Manado
- Dr.
Silvana Oroh - Universitas
Negeri Manado
Research Source
Paendong, J., Wuisang, J.R.H., Kaligis, J., Senduk, F., & Oroh, S.
(2026). Strategies for Improving the Quality of Public Services in High
School Schools in Minahasa District. Journal of Educational Analytics
(JEDA), Vol. 5 No. 2, May 2026, pp. 289–296.
DOI: https://doi.org/10.55927/jeda.v5i2.16
Journal Website: https://journaljeda.my.id/index.php/jeda
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