The Quality of Administrative Services Provided by the Ritabel Village Government, North Tanimbar District, Tanimbar Islands Regency

Abstract

This study aims to analyze the quality of population administration services at the Ritabel Village Office, North Tanimbar District, Tanimbar Islands Regency. Population administration services are a civil right of citizens, yet in practice they still face various constraints, especially regarding facilities and infrastructure, limited human resources, and archipelagic geographical conditions. This study employs a descriptive qualitative approach with nine purposively selected informants, consisting of village officials and service-receiving community members. Data were collected through observation, in-depth interviews, and documentation, then analyzed using the Miles and Huberman model and validated through source and technique triangulation. The findings show that service quality remains suboptimal across all five SERVQUAL dimensions: limited tangibles, low reliability due to uncertain processing times, inadequate responsiveness, weak assurance caused by the absence of transparent costs and procedures, and minimal empathy. Supporting factors include the village head's commitment, BPD supervision, and community awareness; inhibiting factors include limited facilities, human resources, budget, geographical conditions, and feudal bureaucratic culture. Consequently, community compliance declines, extortion may occur, citizens' rights are disrupted, and trust in the village government weakens. The study recommends improving facilities, training officials, ensuring information transparency, and developing a village information system.