Enhancing Service Quality in Study Permit Applications for Civil Servants: A Case Study of the Personnel Development Division at Regional Civil Service Agency Bandar Lampung

Abstract

This study evaluates the quality of services provided by the Personnel Development Division of the Regional Civil Service Agency in Bandar Lampung, with a specific focus on the process of obtaining study permits for civil servants. The research examines key dimensions of service quality, including ease of service, responsiveness, competency, courtesy, credibility, communication, and mutual understanding. Findings reveal that although the service process was functional, it faced several challenges. Inconsistent adherence to established protocols, limited dissemination of procedural information, and understaffing led to delays and inefficiencies. Staff competency was also found to be misaligned with job requirements, and while courtesy and credibility were generally upheld, issues of miscommunication and procedural bypassing persisted. Recommendations include improving staff training, enhancing communication strategies, and increasing socialization efforts to promote better mutual understanding between staff and PNS. These improvements would help streamline the study permit process and elevate service quality.