Analysis of Public Satisfaction With Public Service Performance at Jatisrono District Office (case Study on the Community in Jatis-rono District, Wonogiri Regency)
Year: 2025
Type: article
Abstract: Public satisfaction with public services is one of the main indicators in assessing the effectiveness of government performance in providing quality services. This study aims to analyze the influence of service quality, service facilities, and employee performance on public satisfaction in Jatisrono District. The research method used is quantitative with an approach based on Structural Equation Modeling-Partial Least Squares (SEM-PLS). The research sample consists of 150 respondents, who are residents of Jatisrono District that have received public services. The research findings indicate that service quality has the most significant influence on public satisfaction, followed by employee performance and service facilities. Service quality, which includes reliability, responsiveness, assurance, empathy, and tangible aspects, plays a crucial role in increasing public satisfaction. Additionally, adequate service facilities, such as comfortable waiting areas and good accessibility, also have a positive impact on public satisfaction. Employee performance, which reflects professionalism, responsiveness, and the ability to complete tasks effectively, also makes a significant contribution to public satisfaction. The implications of this study suggest that increasing public satisfaction can be achieved by improving overall service quality, enhancing service infrastructure, and increasing employee competence and professionalism. The Jatisrono District Government needs to strengthen the service system by standardizing service procedures, utilizing technology in public services, and developing training programs for employees to ensure optimal service delivery. This study contributes to the development of public service policies, particularly in improving the effectiveness and efficiency of services based on community needs. Future research is recommended to expand the study area and include additional variables, such as the role of leadership or organizational culture, to provide a deeper understanding of the factors influencing public satisfaction with public services.
Authors: Yatno, Rini Adiyani, Kurniawati Darmaningrum
Language: English
Field: Social Sciences
Domain: Social Sciences
Open Access status: green
OpenAlex ID: W6911934190
FWCI:
Cites:
Cited by:
Related to: