Analysis of Public Services in the Government of Kangga Village, Langgudu District, Bima Regency (Study on the Presence of Apparatus, Certainty of Service Time, and Accountability of Village Government)

Public service is one of the most direct ways citizens experience government. At the village level, service quality depends on officials’ availability, clear operating hours, accessible service locations, transparent procedures, and responsiveness to community needs. This study examines public service delivery in the Kangga Village Government, Langgudu District, Bima Regency, focusing on irregular staff attendance, officials’ absence due to personal or family matters, and services provided at staff members’ homes outside official working hours. Using a descriptive qualitative approach, data were collected through observation, interviews, and documentation. The analysis employed five SERVQUAL dimensions: tangibles, reliability, responsiveness, assurance, and empathy, supported by accountability and good governance perspectives. The study highlights how uncertain staff availability can undermine service reliability, forcing residents to wait, revisit the village office, or establish personal contact with officials. Furthermore, informal services at officials’ homes may create unequal access for residents unfamiliar with such arrangements. These conditions indicate the importance of strengthening administrative procedures and institutional accountability. The study recommends establishing clear operating hours, staff duty schedules, standard operating procedures, service documentation, accessible complaint mechanisms, attendance monitoring, and continuous capacity-building. Such improvements are expected to promote predictable, equitable, transparent, and accountable public services while strengthening community trust in village government.