Kepuasan Masyarakat Pada Pelayanan Publik di Kantor Kelurahan Kijang Kota: Suatu Catatan Survey
Year: 2020
Type: article
Study design: Observational Study
Abstract: The implementation of public services is currently dealing with a situation that has not been in line with the needs and changes in various fields of life as a society, nation and state. This study aims to determine how the community's satisfaction with public services based on a survey of community satisfaction at the Kijang Kota village office. This research is a quantitative descriptive study with a population of users of the Kijang Kota head office services and a total sample of 100 people taken by quota sampling. The data analysis method used statistical analysis SPSS 21 to test the validity and reliability of the data, while to determine the percentage of the community's satisfaction level, the writer used a quantitative descriptive analysis which was calculated using the weighted average value of each service element based on the Regulation of the Minister of Administrative Reform State Bureaucracy No. 14 2017 year. The results of this study indicate that the survey of community satisfaction at the Kijang Kota Lurah Office for public services is in a good category because of the nine elements studied, there are two elements that have a very good value, namely fees / rates and complaint handling, and six other elements in good categories, service requirements, completion time, product / service type specifications, executive competence, facilities and infrastructure. One element, namely systems, mechanisms and procedures in the poor category, therefore still needs improvement and improvement.Keywords: Community Satisfaction, Service Quality, Service Standards
Authors: Evita Sandra, Maryati Maryati
Institution: STIE Pembangunan Tanjungpinang
Language: English
Field: Social Sciences
Domain: Social Sciences
Open Access status: hybrid
OpenAlex ID: W3142836808