The Quality of Public Social Services at Panti Sosial Bina Remaja in Naibonat, Indonesia

This study aimed to explore supporting and hindering factors for the quality of public social service at Panti Sosial Bina Remaja in Naibonat, Kupang, Indonesia. A qualitative study using in-depth interview method was conducted in 2017 to collect data from the participants. Participants were recruited using purposive sampling technique. Data were analyzed using a qualitative data analysis framework. The results indicated that responsiveness, assurance and empathy of staffs or employees in delivering services to recipients were the factors supportive of the quality of the social services at PSBR. Other factors reported to also underpin the quality of social services provided by this organization included the awareness of the recipients or teenagers to obey rules and procedures applied in this organization, the strict application of regulations that proposed sanctions for the ones who violated them, organizational management committed to providing good services, and the willingness of the recipients or teenagers to develop their abilities and skills. Tangibility and reliability of the services, limited service facilities and limited number of employees in this organization were found to be the hindering factors for the quality of the services. The findings of this study suggest the needs for improvement in terms of service facilities and the number of employees with required expertise that could support the quality of the service delivery in this organization.