KUALITAS PELAYANAN SOSIAL BAGI PEMERLU PELAYANAN KESEJAHTERAAN SOSIAL (PPKS) DI SHELTER KESEJAHTERAAN SOSIAL KABUPATEN BANTUL

Titantri Arifah, NIM.: 21102050008 (2025) KUALITAS PELAYANAN SOSIAL BAGI PEMERLU PELAYANAN KESEJAHTERAAN SOSIAL (PPKS) DI SHELTER KESEJAHTERAAN SOSIAL KABUPATEN BANTUL. Skripsi thesis, UIN SUNAN KALIJAGA YOGYAKARTA.

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Abstract

This study aims to analyze the quality of social services for Social Welfare Service Recipients (PPKS) at the Social Welfare Shelter in Bantul Regency, which functions as a temporary referral facility for individuals with various social vulnerabilities, including people with mental disorders, the homeless, and the elderly. Using a descriptive qualitative approach and the SERVQUAL theory, which emphasizes five dimensions of service quality—tangibles, reliability, responsiveness, assurance, and empathy—data were collected through in-depth interviews, observation, and documentation, reinforced by source and technique triangulation. The findings reveal that the reliability dimension has not been fully achieved due to limitations in client monitoring and control systems, while responsiveness is hindered by the limited number of personnel, resulting in lessthan- optimal responses in emergency situations. In terms of assurance, the absence of regular training programs has limited the development of staff competence, whereas in the empathy dimension, some staff demonstrated care and a humanistic approach, although others remained rigid toward clients. Regarding tangibles, shelter facilities and infrastructure were assessed as inadequate in terms of cleanliness, comfort, and room feasibility. Overall, the study concludes that social services at the shelter still face structural and operational challenges that require comprehensive improvements in both management and institutional support.

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