Survei Persepsi Masyarakat Terhadap Implementasi Inovasi Pelayanan di Pemerintah Kecamatan Jereweh
DOI:
https://doi.org/10.36312/ej.v6i3.3037Keywords:
Inovasi Pelayanan Publik, Persepsi Masyarakat, Kualitas Pelayanan, Pemerintahan DaerahAbstract
Penelitian ini bertujuan untuk menganalisis persepsi masyarakat terhadap efektivitas implementasi inovasi pelayanan di Pemerintah Kecamatan Jereweh, sebuah isu yang krusial namun belum banyak dikaji secara mendalam pada konteks lokal tingkat kecamatan. Dengan menggunakan metode kualitatif deskriptif, data dikumpulkan selama periode Maret-Mei 2025 melalui wawancara mendalam dengan 3 kelompok informan kunci yang dipilih secara purposif (pejabat kecamatan, pengguna layanan, tokoh masyarakat), observasi, dan studi dokumentasi. Data dianalisis menggunakan teknik analisis tematik. Hasil penelitian menunjukkan bahwa persepsi masyarakat secara umum positif, didorong oleh manfaat nyata seperti peningkatan kecepatan, kemudahan, dan transparansi layanan. Faktor-faktor kunci yang memengaruhi persepsi positif meliputi manfaat langsung inovasi, kualitas interaksi dengan petugas yang ramah dan kompeten, serta kejelasan informasi. Namun, implementasi ini masih menghadapi tantangan inklusivitas yang signifikan, di mana kelompok rentan (lansia, disabilitas, dan warga di area dengan infrastruktur digital minim) mengalami kesenjangan akses. Temuan ini menegaskan bahwa keberhasilan teknis sebuah inovasi harus diimbangi dengan upaya menjamin pemerataan akses untuk mewujudkan pelayanan publik yang benar-benar inklusif.
Public Perception on the Implementation of Public Service Innovation in Jereweh District
Abstract
This study aims to analyze public perceptions of the effectiveness of service innovation implementation in the Jereweh District Government, a crucial issue that has not been widely studied in depth in the local context at the sub-district level. Using descriptive qualitative methods, data were collected during March-May 2025 through in-depth interviews with three purposively selected key informant groups (sub-district officials, service users, community leaders), observations, and documentation studies. Data were analyzed using thematic analysis techniques. The results indicate that public perceptions are generally positive, driven by tangible benefits such as increased speed, convenience, and transparency of services. Key factors influencing positive perceptions include the direct benefits of the innovation, the quality of interactions with friendly and competent officers, and the clarity of information. However, this implementation still faces significant inclusivity challenges, where vulnerable groups (the elderly, people with disabilities, and residents in areas with minimal digital infrastructure) experience access gaps. These findings emphasize that the technical success of an innovation must be balanced with efforts to ensure equitable access to truly inclusive public services.
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