Manajemen Pelayanan Terpadu Satu Pintu Dalam Meningkatkan Kepuasan Masyarakat Di Kantor Urusan Agama Kecamatan Madang Suku Ii Kabupaten Oku Timur

Abstract

The implementation of One-Stop Integrated Service (PTSP) is one of the Indonesian government's strategic efforts to improve the quality of public services by making them more effective, efficient, transparent, and community-oriented. This study aims to analyze the management of One-Stop Integrated Service (PTSP) in improving community satisfaction at the Office of Religious Affairs (KUA) of Madang Suku II District, East Ogan Komering Ulu Regency. This research employed a descriptive qualitative approach. Data were collected through observation, in-depth interviews, and documentation involving the Head of KUA, PTSP officers, and community members as service users. Data were analyzed using the interactive model of Miles, Huberman, and Saldaña, including data reduction, data display, and conclusion drawing. The findings indicate that PTSP management has been implemented through the functions of planning, organizing, implementation, and supervision. Service quality has generally fulfilled the dimensions of tangible, reliability, responsiveness, assurance, and empathy, leading to increased community satisfaction. However, several obstacles remain, including limited human resources, unstable internet connectivity, and inadequate supporting facilities. Therefore, strengthening institutional capacity, improving digital infrastructure, and enhancing employee competence are necessary to optimize public service quality within the Office of Religious Affairs.