Mustikarini, Monika Grace (2024) Pelayanan Masyarakat Guna Mewujudkan Good Governance (Studi Tentang Pelayanan Administrasi Kependudukan Di Desa Pandanlandung Kabupaten Malang). Undergraduate thesis, Fakultas Ilmu Sosial dan Ilmu Politik Universitas Merdeka Malang.

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Abstract

Public service is a fundamental function of the government with high urgency value because to this day, there are still many bureaucratic pathologies frequently complained about by the public. Although the government has the primary task of providing public services to create community welfare, the service process is often characterized by problems such as convoluted procedures, high levels of inefficiency, and a lack of certainty regarding time and costs. Public service aims primarily to fulfill the aspirations and collective needs of the community. Quality public service is key to the implementation of good governance, reflecting the government's commitment to effectively, transparently, and accountably meet the needs and expectations of the people. The application of good governance requires good coordination, integrity, professionalism, as well as high work ethics and morals. The community expects the government to execute good governance with efficiency, effectiveness, openness, transparency, accountability, and responsibility. The Pandanlandung Village Government, as one of the providers of public services at the village level in Malang Regency, is expected to minimize bureaucratic pathologies. These efforts can be carried out through the application of technology, improving the quality of employees, and involving the community in the service evaluation process. The concept of good governance is becoming increasingly important due to public dissatisfaction with government performance. The importance of good governance is also reflected in decentralization policies that provide autonomy to regions. Therefore, the application of the good governance concept at the village level is expected to improve efficiency and effectiveness in population administration services, especially in Pandanlandung Village, Malang Regency. The purpose of this research is to understand and analyze population administration services to realize good governance in Pandanlandung Village, Malang Regency. Additionally, it aims to identify and analyze supporting and inhibiting factors that influence population administration services to realize good governance in Pandanlandung Village, Malang Regency. The method used in this research is qualitative method with a descriptive analysis approach. Data collection techniques include interviews, observations, and documentation conducted in Pandanlandung Village, Malang Regency. The data analysis technique used is data analysis according to Moleong's method, which consists of data collection, data presentation, data coding, data categorization, and drawing conclusions. ix The results of this research can be concluded that efforts to realize good governance have been measured through five main indicators, namely tangibles, reliability, responsiveness, assurance, and empathy. Adequate facilities and infrastructure have increased the comfort and efficiency of services, while adaptation to modern technology has strengthened transparency and reliability. The proactive attitude of employees in responding to community needs shows a commitment to accountability and responsiveness. Furthermore, checking the completeness of the requirements by employees reflects a guarantee of smooth service. All of these efforts create a strong foundation for the principles of good governance, which are reflected in population administration services that are fair, efficient and oriented towards community needs at the Pandanlandung Village Head's Office. Some suggestions for improving population administration services include updating and maintaining physical infrastructure and digital platforms for population administration services that can be accessed by the public, increasing employee productivity and capabilities by providing training, developing skills, carrying out monitoring and evaluation activities, building partnerships with institutions or other organizations that can support population administration services, determine clear and precise specific service standards, increase community satisfaction surveys through more active efforts in adopting technology, and develop communication and education with the community to increase understanding and exchange of information.

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