Assessing Service Quality in Unaccredited Social Welfare Institutions Using Accreditation Standards

Abstract

This study aims to evaluate the service quality of unaccredited Social Welfare Institutions (LKS) in Gresik Regency based on applicable accreditation standards, and to develop strategic recommendations to improve service quality through strengthening institutional capacity. The study used a descriptive design. Data collection was conducted by completing a closed questionnaire based on the LKS accreditation instrument for 26 non-accredited Social Welfare Institutions in Gresik Regency. Data were analyzed using quantitative descriptive analysis through calculating percentage scores and assessing categories on six main aspects of accreditation standards, namely service programs, service processes, management and organization, facilities and infrastructure, human resources, and service outcomes. The results showed that the service quality of non-accredited LKS was generally in the sufficient category. The service program and institutional legality aspects showed relatively good achievements, while the infrastructure aspects, human resource competency, and evaluation of service outcomes still showed weaknesses. This study confirms that the quality of social services is greatly influenced by the institutional capacity of the organization. The implications of the study indicate the importance of strengthening organizational governance, improving human resource competency, providing service support facilities, and ongoing accreditation assistance to improve the quality of professional and sustainable social services.