Public Service Quality at the Office of Investment and One-Stop Integrated Services of Natuna Regency

Abstract

The attainment of the licensing administration arrangement program, such as the Business Identification Number (NIB), remains suboptimal, compounded by the geographical challenges of Natuna Regency as an archipelagic region, which complicates access to the DPMPTSP office for the public. This study aims to analyze public service quality, identify service constraints, and formulate an optimal public service model for the Office of Investment and One-Stop Integrated Services (DPMPTSP) of Natuna Regency. The research uses a qualitative approach with the Service Quality (Servqual) method, covering five dimensions: Reliability, Responsiveness, Assurance, Empathy, and Tangibles. Data were collected through in-depth interviews, observation, and documentation. The results indicate that public service quality at the DPMPTSP of Natuna Regency still faces various challenges, particularly regarding geographical access constraints, limited modern supporting facilities, and the need for more responsive service systems. This study proposes a public service model based on Artificial Intelligence chatbot technology using the Retrieval-Augmented Generation (RAG) approach as a strategic solution to improve efficiency, transparency, and accessibility for the public in real-time, unhindered by distance and time. The implementation of this technology is expected to be a concrete step toward adaptive bureaucratic reform within the framework of e-government and smart government to enhance public service quality at the regional level.