Analysis of the Quality of Public Services in a Cleanliness, Security and Health Strengthening Program in Jakarta Province

Abstract

This study aimed to determine the quality of public services in the Cleanliness, Security, Order and Health Strengthening Program in the Kelapa Dua subdistrict, in Kebon Jeruk District, West Jakarta Administration City, DKI Jakarta Province. Qualitative research methods were used. The researcher collected the data through interviews, observations, and document review. This study examined five aspects of service quality: physical evidence (tangibles), reliability, responsiveness, assurance, and attention (empathy) for the three areas of strengthening: a) cleanliness, b) security, peace and order, and c) health. The results showed that the general hygiene conditions were quite good; security, peace, and order were good; and health was not good. The cleanliness aspect lacked physical evidence, specifically the lack of more sophisticated equipment for mud dredgers, productive waste management, and reliability aspects, especially in terms of the expertise of officers which still needed to be improved. The condition of security, peace and order needed improvement in terms of the physical evidence, such as sophisticated integrated communication tools, and the reliability of officers. Health conditions also lacked physical evidence, particularly health equipment, medicines, self-isolation facilities for those affected by infectious diseases such as Covid-19, and reliability, because of a lack of medical personnel. Keywords: quality of public services, strengthening of cleanliness, security, peace, order and health