Track: Decision Sciences

Abstract

In general, the current level of public services in Indonesia is still low. There are several things that indicate the existence of important problems in the delivery of public services, first, increasing indications of services discrimination in provision. This occurs because of the strong factors of political affiliation, ethnic and religious networks so that it is greatly influenced by the balance of services relations. Second, the low level of community satisfaction with public services. This is a logical consequence of services discrimination and uncertainty. This study aimed to examine and analyze the determinant factors in the strategy to improve the quality of public services at the National Land Agency of North Luwu Regency. The type of research is descriptive qualitative, data collection techniques are through interviews, observation and documentation, using Miles and Huberman's interactive model data analysis. The results showed that servqual theory that supports the strategy of improving the quality of public services at the National Land Agency of North Luwu Regency, namely reliability, responsiveness, assurance, empathy, and tangible. The determinants factor that have direct implications for services patterns and apparatus behavior in land services include human resources, organization, management, facilities and infrastructure.