Article
KUALITAS PELAYANAN LEMBAGA NIRLABA MILIK PEMERINTAH PADA UPTD MUSEUM DAN TAMAN BUDAYA PROVINSI SULAWESI TENGGARA
Journal Publicuho, Vol. 9 No. 3 (2026), hlm. 1652–1663
Abstrak
This study aims to analyze the public service quality of a government-owned non-profit organization at the UPTD Museum and Cultural Park of Southeast Sulawesi Province. The main problem addressed is the suboptimal comfort of interior exhibition facilities and the persistent lack of comprehensive local historical descriptions of the managed cultural heritage collections. This research employs a descriptive qualitative approach with data collection techniques including interviews, observations, literature studies, and documentation. Data analysis was carried out through data condensation, data display, and conclusion drawing to obtain a comprehensive overview of non-profit museum service optimization based on the SERVQUAL model. The findings reveal that the responsiveness and empathy dimensions of the tour guides are generally rated as excellent in facilitating study groups from educational institutions. The museum management made an appropriate alternative decision by optimizing the non-physical Special Allocation Fund (DAK) for the Operational Organization Assistance (BOP) worth IDR 1.4 Billion to overcome the limited routine maintenance budget from the local bureaucracy. Although it has a positive impact on the physical protection of artifacts and guarantees transparent admission fees, the expansion of the comprehensive service quality is still constrained by suboptimal display spotlighting, high humidity in the two-story building, lack of disability-friendly facilities, and the unestablished IT-based digital collection inventory database. Overall, this study concludes that the UPTD Museum services have significantly contributed to local cultural education, but structural interior infrastructure capacity building and accelerated digitalization are required to ensure inclusive services delivery.