Service Improvement Strategy of National Veterinary Public Health Laboratory, Ministry of Agriculture Indonesia Towards A Clean and Serving Bureaucracy Area

Authors

Anik Winanningrum , Anna Fariyanti , Nahrowi

DOI:

10.29303/jppipa.v11i2.10553

Published:

2025-02-28

Issue:

Vol. 11 No. 2 (2025): February

Keywords:

AHP, BPMSPH, Food safety, Public service, SERVQUAL

Research Articles

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How to Cite

Winanningrum, A., Fariyanti, A., & Nahrowi, N. (2025). Service Improvement Strategy of National Veterinary Public Health Laboratory, Ministry of Agriculture Indonesia Towards A Clean and Serving Bureaucracy Area. Jurnal Penelitian Pendidikan IPA, 11(2), 774–779. https://doi.org/10.29303/jppipa.v11i2.10553

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Abstract

The contamination of animal-based foods poses risks to consumer health and economic stability, including trade losses and reduced consumer confidence. As the national reference laboratory under the Ministry of Agriculture, Indonesia, the Quality Testing and Certification Agency for Animal Products (BPMSPH) ensures product quality and certification. However, increasing sample volume and limited resources create service challenges, requiring urgent improvements to meet clean and responsive public service standards. This study aims to develop strategies for enhancing BPMSPH services toward Clean and Serving Bureaucracy Area (WBBM) standards. A mixed-method approach was used, combining primary data from interviews and questionnaires with secondary data from relevant agencies. SERVQUAL and AHP analyses identified service gaps and prioritized improvements. Findings show that BPMSPH services do not fully meet customer expectations, with key gaps in digital service accessibility, officer problem-solving capabilities, and customer assistance availability. AHP analysis prioritizes assurance and responsiveness, emphasizing the need for enhancing officer competency and developing digital services. The implementation of these strategies is expected to enhance BPMSPH’s service efficiency, increase customer satisfaction, and support the achievement of WBBM certification. By strengthening service assurance and responsiveness, BPMSPH can provide more professional, effective, and accessible public services, aligning with stakeholder expectations and regulatory standards

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Author Biographies

Anik Winanningrum, Graduate School Students, Regional Development Management Study Program IPB University

Anna Fariyanti, Lecturer in The Department of Agribusiness, Faculty of Economics and Management IPB University

Nahrowi, Lecturer in The Department of Nutrition and Feed Technology, Faculty of Animal Science, IPB University

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Copyright (c) 2025 Anik Winanningrum, Anna Fariyanti, Nahrowi

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