Analysis of the Quality of the One-Stop Integrated Service (PTSP) at the Regional Office of the Ministry of Religious Affairs in Bengkulu Province
Keywords:
Service Quality; One Stop Integrated Service (PTSP)Abstract
Background: People applying for PTSP (One-Stop Integrated Service) products at the Bengkulu Provincial Ministry of Religious Affairs Office often do not understand the required requirements, especially those aged 40 and over who are less familiar with the internet. Incomplete requirements hinder the application process, prolong processing times, and reduce service quality. This study analyzes the quality of PTSP services at the Bengkulu Provincial Ministry of Religious Affairs Regional Office.
Methods: This study used a qualitative descriptive field research approach. Data were collected through observation and interviews. The analysis adopted the theory of Zeithaml, Parasuraman, & Berry, with five dimensions: reliability, responsiveness, assurance, attentiveness, and direct evidence.
Results: Reliability: Staff adhered to service standards, receiving a rating of 89 out of 130 respondents. Responsiveness: Staff responded quickly by greeting and inquiring about needs; this was considered satisfactory. Assurance: There was a time guarantee, but some documents were not completed on time, resulting in suboptimal performance. Empathy: Staff implemented the 5S (smile, greet, greet, be polite, and be courteous); this was considered satisfactory. Tangible: Facilities and infrastructure were complete and met service standards.
Conclusion: The quality of the PTSP is quite good in terms of reliability, responsiveness, empathy, and tangibles, but assurance remains suboptimal due to non-compliance with file completion times. The main obstacle is the lack of public understanding of the requirements, especially among older people who are not accustomed to online access.
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