Responsivitas Pelayanan Pemadam Kebakaran Unit Pelaksana Teknis Di Kecamatan Batuceper Kota Tangerang

Abstract

This study aims to analyze the responsiveness of the Fire Department Technical Implementation Unit (UPT) in Batuceper District, Tangerang City, considering the importance of speed and accuracy in emergency fire situations. The research uses a qualitative-descriptive method with in-depth interviews, observation, and documentation techniques. The analysis focuses on the theory of responsiveness within the SERVQUAL framework, which assesses the gap between public expectations and perceptions of public service delivery. The findings show that the Fire Department UPT has a standard operating procedure (SOP) and a maximum response time target of 15 minutes. However, field implementation often faces obstacles such as limited fleet and personnel, road access issues, and insufficient public awareness regarding reporting channels. In addition to internal factors, external barriers such as traffic congestion and community behavior also affect the quality of the response. Analysis using the SERVQUAL responsiveness model reveals a responsiveness gap, where the service is considered reasonably responsive based on procedures but does not consistently meet public expectations. Recommendations include enhancing public awareness of reporting systems, increasing facilities and infrastructure, and optimizing inter-agency and community collaboration to improve the effectiveness of emergency services in densely populated areas.