Kualitas Pelayanan Kenaikan Gaji Berkala Pegawai Negeri Sipil Badan Kepegawaian Daerah Kabupaten Nias Selatan

Abstract

This study aims to examine and describe in depth the quality of service in the Periodic Salary Increase (Kenaikan Gaji Berkala) process for Civil Servants at the Regional Civil Service Agency (Badan Kepegawaian Daerah) of south Nias Regency. Service quality refers to the extent to which available resources—human resources, infrastucture, and other facilities aremanaged efectively. In this context, the qualiy of periodic salary increase services is crucial to ensure that the services provided meet both employee expectations and established standards. The main issue identified in this study is the suboptimal management of resources in achieving high service quality. Several problems were found, including inadequate infrastructure, office facilities, and other essential equipment. Additionally, the lack of skills and expertise among staf in managing the periodic salary increase process a significant challenge. Administrative inaccuracy, indifference to employee needs, and unprofessional attitudes displayed by staff—such as a lack of friendliness and courtesy-further hinder the delivery ofoptimal public service. This research employs a qualitative descriptive approach to explore comprehensively the quality of services provided by the Regional Civil Service Agency of South Nias Regency. This method enables the researcher to gain a clearer and more detailed picture of the service process, the challenges faced, and the necessary improvements. The findings indicate that the quality of periodic salary increase services for civil servants in this agency is not yet fully satisfactory. Several aspects need improvement, particularly staff discipline, provision of adequate facilities, and the establishment of clear and structured Standard Operating Procedures (SOPs). It is also essential to enhance the technical skills of staff in using service support tools to ensure more efficient administrative processes. Furthermore, interpersonal aspects of service should not be overlooked. It is important for staff to always provide services with a friendly, polite, and non- discriminatory attitude. This will enhance employee trust in the services provided and ensure that they feel respected and well-treated. By improving these various aspects, it is expected that the quality of periodic salary increase services at the Regional Civil Service Agency of South Nias Regency will improve significantly. This study is expected to serve as a reference for relevant institutions in their efforts to improve service quality, there by increasing employee satisfaction and ensuring that the periodic salary increase process runs more effectively and efficienly.