Strategies for Improving the Quality of Public Services at the Ministry of Agrarian Affairs and the National Land Agency of North Luwu Regency
Keywords:Service Strategy, Service Quality, Culture
This study aims to analyze and examine strategies for improving the quality of public services at the Ministry of Agrarian Affairs and the National Land Agency of North Luwu Regency. The method is qualitative research with data collection techniques in this study include interviews and observations. The data analysis process used an interactive model analysis with data analysis including data reduction, data presentation, and conclusion drawing. The results show obstacles in implementing strategies for improving the quality of land services, including the capacity and capability of the apparatus personnel who are not yet fully capable of carrying out service functions based on predetermined SOPs, including the lack of human resources who have expertise in land affairs. Apart from that, the support for facilities and infrastructure which greatly supports the implementation of land service functions in the field is still very limited. The cultural strategy that needs to be put forward is how to build a work culture that is flexible and sensitive to the needs of land service users. This is considered important, given the complexity of problems surrounding land administration management, which is still a major problem and is in the public spotlight. The facts that the researchers found in the field prove that land problems, especially those related to the work culture of land service officials, are still a matter of concern for people who use land services.
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