“ANALISIS KUALITAS LAYANAN RUTAN KELAS 1 CIPINANG JAKARTA TIMUR PERIODE 2021-2025"

Sherly Puji Lestari, Sherly (2026) “ANALISIS KUALITAS LAYANAN RUTAN KELAS 1 CIPINANG JAKARTA TIMUR PERIODE 2021-2025". Tugas Akhir (S1) - thesis, Universitas Bakrie.

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Abstract

This study aims to analyze the quality of public services in the State Prison (Rutan) Class 1 Cipinang for the period 2021–2025 and explain the relationship between institutional capacity, service governance, and the fulfillment of basic rights of inmates. The research departs from the argument that the quality of correctional services is a manifestation of state capacity in carrying out services effectively, accountably, responsively, and based on human rights (human rights-based approach). In this context, overcapacity is seen as a structural problem that has the potential to produce institutional overload and limit the state's capacity to ensure dignified public services. The research uses a descriptive qualitative approach with a single case study design. Primary data was obtained through observation and in-depth interviews with five categories of informants, namely prison officers, active inmates, former inmates, families of inmates, and leaders/heads of service sections. Secondary data was obtained through performance report documentation, correctional regulations, and national portal data publications. The quality of service was analyzed using the five dimensions of SERVQUAL, namely Tangible, Reliability, Responsiveness, Assurance, and Empathy, which were interpreted through the perspective of State Capacity, Good Governance, Rule of Law, and Human Rights-Based Approach. The results of the study show that chronic overcapacity is the main structural factor that affects all dimensions of services. During 2021–2025, the number of residents consistently exceeded the ideal capacity of 1,136 people and reached 5,615 people in 2025 or 494.28% of overcapacity. This condition results in institutional overload that limits the fulfillment of the basic rights of the inmates. Tangibles faces a "capacity emergency" in the form of limited space, sanitary and clean water disturbances, and poor air circulation. Reliability shows institutional resilience because basic services continue to run according to SOPs, despite bumpy coaching. Responsiveness is relatively strong in handling conflicts, but PB/CB information is still reactive. Assurance shows integrity through pungli free service and inspection in accordance with the Rule of Law, even though the quality of nutrition is constrained by monotonous menus. Empathy is institutionalized through affirmative services for vulnerable groups, but is limited by an imbalance in the ratio of officers. The study concluded that the quality of correctional services is the result of the interaction of state capacity, institutional governance, legal compliance, and the ability to fulfill basic rights in the midst of capacity pressure. Supporting factors include officer integrity, SDP, and periodic evaluations; Meanwhile, the main obstacles are resource inequality and repressive-punitive criminal policies. The research recommends decarceration, alternative punishment, strengthening Rutan-Bapas coordination, and modernizing service communication. Keywords: Service Quality, SERVQUAL, Class 1 Cipinang Detention Center, Overcapacity, State Capacity, Human Rights-Based Approach.

Item Type:	Thesis (Tugas Akhir (S1) - )
Uncontrolled Keywords:	This study aims to analyze the quality of public services in the State Prison (Rutan) Class 1 Cipinang for the period 2021–2025 and explain the relationship between institutional capacity, service governance, and the fulfillment of basic rights of inmates. The research departs from the argument that the quality of correctional services is a manifestation of state capacity in carrying out services effectively, accountably, responsively, and based on human rights (human rights-based approach). In this context, overcapacity is seen as a structural problem that has the potential to produce institutional overload and limit the state's capacity to ensure dignified public services. The research uses a descriptive qualitative approach with a single case study design. Primary data was obtained through observation and in-depth interviews with five categories of informants, namely prison officers, active inmates, former inmates, families of inmates, and leaders/heads of service sections. Secondary data was obtained through performance report documentation, correctional regulations, and national portal data publications. The quality of service was analyzed using the five dimensions of SERVQUAL, namely Tangible, Reliability, Responsiveness, Assurance, and Empathy, which were interpreted through the perspective of State Capacity, Good Governance, Rule of Law, and Human Rights-Based Approach. The results of the study show that chronic overcapacity is the main structural factor that affects all dimensions of services. During 2021–2025, the number of residents consistently exceeded the ideal capacity of 1,136 people and reached 5,615 people in 2025 or 494.28% of overcapacity. This condition results in institutional overload that limits the fulfillment of the basic rights of the inmates. Tangibles faces a "capacity emergency" in the form of limited space, sanitary and clean water disturbances, and poor air circulation. Reliability shows institutional resilience because basic services continue to run according to SOPs, despite bumpy coaching. Responsiveness is relatively strong in handling conflicts, but PB/CB information is still reactive. Assurance shows integrity through pungli free service and inspection in accordance with the Rule of Law, even though the quality of nutrition is constrained by monotonous menus. Empathy is institutionalized through affirmative services for vulnerable groups, but is limited by an imbalance in the ratio of officers. The study concluded that the quality of correctional services is the result of the interaction of state capacity, institutional governance, legal compliance, and the ability to fulfill basic rights in the midst of capacity pressure. Supporting factors include officer integrity, SDP, and periodic evaluations; Meanwhile, the main obstacles are resource inequality and repressive-punitive criminal policies. The research recommends decarceration, alternative punishment, strengthening Rutan-Bapas coordination, and modernizing service communication. Keywords: Service Quality, SERVQUAL, Class 1 Cipinang Detention Center, Overcapacity, State Capacity, Human Rights-Based Approach.
Subjects:	Political Science and International Relations > Public Policy Thesis > Thesis (S1)
Divisions:	Fakultas Ekonomi dan Ilmu Sosial > Program Studi Ilmu Politik
Depositing User:	SHERLY PUJI LESTARI
Date Deposited:	15 Sep 2026 06:14
Last Modified:	15 Sep 2026 06:14
URI:	https://repository.bakrie.ac.id/id/eprint/14603

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