EVALUATION OF PUBLIC SERVICE STANDARDS POLICY IMPLEMENTATION IN KENDARI CITY: A CASE STUDY OF THE PUBLIC SERVICE MALL

This study aims to evaluate the implementation of public service standard policies at the Public Service Mall of the Kendari City Government. Employing a qualitative approach with an evaluative descriptive design, the research provides an in-depth examination of the alignment between policy implementation and established standards, while identifying facilitating and constraining factors influencing its execution. Informants were purposively selected, comprising structural officials, service personnel, and service users. Data were obtained through in-depth interviews, participatory observations, and document analysis, followed by thematic analysis involving data reduction, presentation, and conclusion drawing, reinforced by triangulation to ensure the credibility of findings. The results reveal that most aspects of service delivery at the Kendari City Public Service Mall have been implemented in accordance with regulatory standards, as evidenced by competent personnel, systematic service procedures, accessibility, cost transparency, effective information dissemination, and responsive complaint handling mechanisms. The public has perceived notable improvements in service quality, although further efforts are required to strengthen outreach initiatives, optimise information technology, and improve the efficiency of resource management. Overall, the implementation of policies at the Kendari City Public Service Mall has received positive recognition, reflecting success in providing effective, efficient, equitable, and responsive public services, and offering a solid foundation for strategies aimed at ensuring continuous quality improvement.