Kualitas Pelayanan Publik Dalam Pengelolaan Retribusi Pasar Pada Kantor Dinas Perindustrian, Perdagangan, Koperasi dan UKM Kabupaten Merauke

Abstract

Public service is a key indicator in assessing government performance in realizing the principles of good governance. Market retribution management, as a form of service that directly interacts with the community in Merauke Regency, continues to face several challenges, including unclear tariff structures, inconsistent provision of payment receipts, and limited attention to small-scale traders. This study aims to analyze the quality of public service in market retribution management at the Department of Industry, Trade, Cooperatives, and SMEs of Merauke Regency by employing four service quality indicators proposed by Ratminto (2012), namely tangibles, reliability, responsiveness, and empathy. This research adopts a qualitative method with a descriptive approach. Data were collected through interviews, observations, and documentation involving department staff and traders at Wamanggu Market. The findings reveal that the quality of public service in market retribution management remains suboptimal. In terms of tangibles, facilities and infrastructure are relatively adequate; however, transparency in tariff information is still lacking. The reliability aspect indicates inconsistency in service delivery, particularly in the provision of payment receipts. The responsiveness dimension shows that officers are generally polite but less proactive in addressing complaints. Meanwhile, the empathy aspect remains weak due to the absence of policies that favor small traders, especially under unstable economic conditions.