Persepsi Masyarakat tentang Kinerja Aparatur Pemerintahan Desa dalam Menangani Program Pelayanan Publik di Desa Jati Kecamatan Saguling Kabupaten Bandung Barat

Abstract

Within the framework of implementing village autonomy, village government plays a strategic role as the spearhead of the provision of high-quality, effective public services that meet community needs. As the frontline government unit, villages are expected to fulfill the principles of good governance through transparent, accountable, participatory, and responsive services. This study aims to explore the performance of government personnel in Jati Village in providing public services, while also analyzing community perceptions of the quality of services received. This study used a descriptive qualitative method with data collection techniques through in-depth interviews, observation, and documentation studies. The results indicate that, in general, the community of Jati Village has a positive perception of the performance of village government officials, particularly regarding punctuality, friendly service, and information transparency. Village officials are considered capable of responding to community administrative needs fairly quickly and clearly. However, several obstacles were identified that affect the optimization of public services, including the lack of active community participation in the village decision-making process and a low understanding of applicable administrative procedures and service mechanisms among some residents. These obstacles impact the effectiveness of interactions between the village government and the community, potentially delaying the completion of certain services. In response to these challenges, the Jati Village Government is striving to increase transparency in its performance by openly disseminating information, expanding access to community participation in village deliberation forums, and implementing educational and outreach programs related to public service procedures. These efforts are expected to not only strengthen the performance of village officials but also build community awareness, understanding, and involvement in supporting the creation of higher-quality and sustainable public services.