EVALUATING PUBLIC SERVICE QUALITY IN DISASTER MANAGEMENT: A SERVQUAL-BASED QUALITATIVE STUDY OF BPBD MUSI RAWAS REGENCY
DOI:
https://doi.org/10.70248/jmie.v4i1.4644Abstract
This study evaluates the quality of public disaster management services delivered by the Regional Disaster Management Agency of Musi Rawas Regency, a district facing recurring floods, landslides, and forest and land fires despite its recent shift from a high- to a moderate-risk category on the Disaster Risk Index. Although the agency officially reported performance achievement above 100% in the 2024 fiscal year, field conditions reveal persistent gaps in equipment, personnel, and logistical readiness, raising the question of how administrative performance can be reconciled with community experience. Using a descriptive qualitative, embedded single-case study design, data were collected through in-depth interviews with 16 purposively selected informants representing BPBD leadership, the Rapid Response Team (TRC), sub-district heads, and affected community members, supplemented by observation and documentation, with source and technique triangulation applied to ensure data validity. Data were analyzed using Miles and Huberman's interactive model. Findings show that while tangible resources, personnel numbers, and equipment remain below ideal standards, the agency demonstrates strong reliability, responsiveness, assurance, and especially empathy in the field, partly offsetting these physical limitations. These findings carry practical policy implications for prioritizing budget allocation toward equipment procurement and decentralized, route-based response planning across Musi Rawas Regency's sub-districts
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