Pendekatan Proses Dalam Mengukur Kinerja Birokrasi Melalui Pelaksanaan Administrasi Standar Pelayanan Minimal di Kantor Sekretariat Daerah Kabupaten Buton Selatan
DOI:
https://doi.org/10.55340/administratio.v14i3.2055Keywords:
kinerja, proses, standar pelayanan minimalAbstract
Penelitian ini menganalisis pendekatan proses sebagai aspek penting dalam mengukur kinerja birokrasi melalui pelaksanaan administrasi Standar Pelayanan Minimal (SPM) di Kantor Sekretariat Daerah Kabupaten Buton Selatan. Penelitian menggunakan pendekatan kualitatif dengan pengumpulan data melalui wawancara, observasi, dan dokumentasi. Hasil penelitian menunjukkan satu temuan utama, yaitu proses administrasi SPM secara formal telah mengikuti SOP dan alur kerja, tetapi efektivitasnya belum stabil karena ketidakkonsistenan penerapan SOP, variasi alur antarunit, hambatan koordinatif-teknis-birokratis, serta pola pengawasan dan solusi yang cenderung reaktif. Temuan ini menegaskan bahwa kualitas proses merupakan determinan penting kinerja birokrasi, sehingga pengukuran kinerja yang lebih komprehensif perlu memasukkan indikator proses selain capaian output administratif.
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