Analisis Kualitas Pelayanan Publik di Kelurahan Air Putih Kecamatan Samarinda Ulu Kota Samarinda Kalimantan Timur

Jensen Jiang Lung ; Achamd Zaky Anshari ; Marselinus Junio ; Nanda Olivia ; Muhammad Raihan Yasir ; Rangga Bayu Pratama
Jurnal Relasi Publik 📅 2026 Vol 4, No 2 🔗 DOI: 10.59581/jrp-widyakarya.v4i2.6316
Abstract
This study aims to analyze the quality of public services at the Kelurahan Air Putih, Samarinda Ulu District, Samarinda City, East Kalimantan. The research uses a descriptive qualitative method with data collected through interviews and questionnaires. The findings indicate that public service quality at Kelurahan Air Putih is generally categorized as good, as reflected in the majority of respondents agreeing with most service quality indicators, including procedural clarity, staff friendliness, service speed, and administrative requirements. Service completion targets approximately 15 minutes when all requirements are met. However, several aspects still require improvement, particularly in terms of information accessibility, service speed, facility availability, and reduction of service barriers. The study concludes that routine internal evaluation and openness to community feedback are key factors in maintaining and improving service quality. In addition, strengthening employee competence through regular training, optimizing digital service systems, improving public communication, and enhancing supporting infrastructure are expected to increase service effectiveness and customer satisfaction. These improvements will also contribute to more transparent, accountable, responsive, efficient, and citizen-oriented public services while supporting sustainable improvements in local government administrative performance and public trust.
Keywords
Community Satisfaction; Kelurahan Air Putih; Public Service Quality; Samarinda; Service Evaluation
How to Cite

Jensen Jiang Lung, et al. (2026). Analisis Kualitas Pelayanan Publik di Kelurahan Air Putih Kecamatan Samarinda Ulu Kota Samarinda Kalimantan Timur. Jurnal Relasi Publik, 4(2). https://doi.org/10.59581/jrp-widyakarya.v4i2.6316

Jensen Jiang Lung; Achamd Zaky Anshari; Marselinus Junio; Nanda Olivia; Muhammad Raihan Yasir; Rangga Bayu Pratama, "Analisis Kualitas Pelayanan Publik di Kelurahan Air Putih Kecamatan Samarinda Ulu Kota Samarinda Kalimantan Timur," Jurnal Relasi Publik, vol. 4, no. 2, 2026.

Jensen Jiang Lung; Achamd Zaky Anshari; Marselinus Junio; Nanda Olivia; Muhammad Raihan Yasir; Rangga Bayu Pratama. "Analisis Kualitas Pelayanan Publik di Kelurahan Air Putih Kecamatan Samarinda Ulu Kota Samarinda Kalimantan Timur." Jurnal Relasi Publik, vol. 4, no. 2, 2026.

Jensen Jiang Lung; Achamd Zaky Anshari; Marselinus Junio; Nanda Olivia; Muhammad Raihan Yasir; Rangga Bayu Pratama. "Analisis Kualitas Pelayanan Publik di Kelurahan Air Putih Kecamatan Samarinda Ulu Kota Samarinda Kalimantan Timur." Jurnal Relasi Publik 4, no. 2 (2026).

Jensen Jiang Lung, et al. (2026) 'Analisis Kualitas Pelayanan Publik di Kelurahan Air Putih Kecamatan Samarinda Ulu Kota Samarinda Kalimantan Timur', Jurnal Relasi Publik, 4(2). doi: 10.59581/jrp-widyakarya.v4i2.6316.

Jensen Jiang Lung; Achamd Zaky Anshari; Marselinus Junio; Nanda Olivia; Muhammad Raihan Yasir; Rangga Bayu Pratama. Analisis Kualitas Pelayanan Publik di Kelurahan Air Putih Kecamatan Samarinda Ulu Kota Samarinda Kalimantan Timur. Jurnal Relasi Publik. 2026;4(2).

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