DESIGN OF STANDARD OPERATIONAL PROCEDURES (SOP) FOR IMPROVING SERVICE QUALITY AT MACCINI SOMBALA VILLAGE OFFICE, MAKASSAR CITY

Abstract

The provision of high-quality public services is one of the traits of excellent governance. The delivery of public services has a very significant impact on society. Therefore, it is essential to create a reliable public service management system in order to fulfill the objectives of governmental organizations, which include enhancing community welfare. Because the community directly judges the performance of the services offered, service quality has an impact on community satisfaction. The use of Standard Operating Procedures (SOP) for all processes in managing government administration is one of the crucial elements in developing a bureaucracy with effective, efficient, and measurable standards. Offering top-notch public services is one of the characteristics of excellent government. The provision of public services significantly affects society. Therefore, in order to achieve governmental organizations' goals, which include promoting community welfare, it is crucial to develop a trustworthy public service management system. Service quality has an effect on community satisfaction since the performance of the services given is directly judged by the community. One of the key components in creating a bureaucracy with effective, efficient, and measurable standards is the use of  Standard Operating Procedures (SOP) for all processes in managing government administration.