Kualitas Pelayanan Rekomendasi Pengangkatan Anak di Dinas Sosial P3A Kabupaten Ponorogo
DOI:
https://doi.org/10.57235/jetish.v5i2.9216Keywords:
service quality, child adoption, public service, social servicesAbstract
Child adoption recommendation services require administrative accuracy and guidance that prospective
adoptive parents can readily understand. This study describes the quality of the service delivered by the
Social Services and Rehabilitation Division of the Ponorogo Regency Social, Women's Empowerment, and
Child Protection Office. A descriptive qualitative approach was applied. Informants were purposively
selected from division management, service officers, home-visit officers, and prospective adoptive parents.
Data were collected through interviews, observation, and documentation, analyzed through data
reduction, data display, and conclusion drawing, and verified through source and technique triangulation.
The findings show that officer courtesy was good, while responsiveness, access, and communication were
adequate but not yet optimal. Online information did not specify all required documents, users had unequal
digital capabilities, and some applicants had to return because their files were incomplete. Service
improvement should prioritize complete digital guidance, a practical document checklist, and early
confirmation of applicants' understanding.
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