Quality of Gender-Responsive Public Service Facilities in Disaster-Prone Areas: A Case Study of Palu City, Central Sulawesi
DOI:
https://doi.org/10.31004/joecy.v6i1.8564Keywords:
gender-responsive public service, service quality, disaster-prone areas, public facility management, Palu CityAbstract
This study examines the quality of gender-responsive public service facilities in disaster-prone areas, focusing on Palu City, Central Sulawesi, which experienced a devastating earthquake and tsunami in 2018. Employing a qualitative case study approach, data were collected through in-depth interviews with 28 informants comprising local government officials, facility managers, community leaders, and women beneficiaries, supplemented by direct observation and document analysis. The study applies Parasuraman, Zeithaml, and Berry’s SERVQUAL framework integrated with gender mainstreaming theory to assess five dimensions of service quality: tangibles, reliability, responsiveness, assurance, and empathy. Findings reveal that public facilities in post-disaster Palu demonstrate significant gender gaps, particularly in tangible infrastructure such as inadequate separate sanitation facilities, lack of breastfeeding rooms, insufficient lighting in public spaces, and limited accessibility for pregnant women and persons with disabilities. The study concludes that gender-responsive service quality remains inadequately addressed in disaster recovery planning and recommends a comprehensive gender-responsive public facility management model for disaster-prone regions.
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