Determinants of Administrative Service Performance in Local Government Institutions: A Qualitative Study at the Banda Neira Subdistrict Office, Central Maluku Regency, Indonesia
DOI:
https://doi.org/10.1229/tecempresarialjournal.v21i2.837Keywords:
Administrative Service Performance, Public Service, Employee Performance, Local Government, Banda Neira Subdistrict Office.Abstract
This study aims to analyze and describe the performance of administrative services, as well as the supporting and inhibiting determinants affecting service delivery at the Banda Neira Subdistrict Office, Central Maluku Regency. The study employed a descriptive qualitative approach, with the research conducted at the Banda Neira Subdistrict Office. A total of nine informants participated in this research. Data were collected through a combination of direct observation, in-depth interviews, and documentation techniques. The collected data were analyzed using descriptive qualitative analysis. The findings reveal that the performance of administrative service employees can be categorized as relatively good, particularly in terms of service accuracy, timeliness, accessibility, convenience, and service comfort. The study also identified several key factors influencing administrative service performance, namely work knowledge, job skills, work competence, work motivation, and the availability of supporting facilities. These factors play a significant role in enhancing the effectiveness and quality of public administrative services at the subdistrict level. This study contributes to the broader discourse on public service management by highlighting the importance of human resource capacity and institutional support in improving administrative service performance within local government institutions.
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