ANALISIS KEPUASAN MASYARAKAT TERHADAP PELAYANAN PUBLIK  DI KANTOR DESA MARGA KARYA TAHUN 2024

Ulan Absari Putry; Leni Nurul Kariyani

doi:10.59003/nhj.v5i12.2029

Authors

Ulan Absari Putry Universitas Teknologi Sumbawa
Leni Nurul Kariyani Universitas Teknologi Sumbawa

DOI:

https://doi.org/10.59003/nhj.v5i12.2029

Keywords:

community satisfaction, public service, Community Satisfaction Index, village office.

Abstract

Public service is one of the main functions of government in fulfilling community needs and realizing public welfare. High-quality public services have a direct impact on the level of community satisfaction as service users. The Village Office, as the frontline of local government administration, plays a strategic role in providing administrative and social services to the community. However, various public complaints are still found regarding service processes that are perceived as not yet optimal, particularly in terms of procedures, service speed, and the attitudes of service officers. This study aims to determine the level of community satisfaction with public services at the Marga Karya Village Office in 2024 and to identify the factors that hinder the implementation of public services. The research employed a quantitative method using a survey approach. The population of this study consisted of all residents of Marga Karya Village, totaling 1,858 people, with a sample of 329 respondents selected through purposive sampling. Data were collected through questionnaires using a Likert scale, while data analysis was conducted using the Community Satisfaction Index (IKM) based on the guidelines of the Decree of the Minister for Administrative Reform Number 25 of 2004. The results indicate that the overall level of community satisfaction with public services at the Marga Karya Village Office falls within the fairly good to satisfactory category. Community satisfaction was measured using five dimensions of service quality (SERVQUAL), namely tangible aspects, reliability, responsiveness, assurance, and empathy. Nevertheless, several inhibiting factors affecting service quality were identified, including limited facilities and infrastructure, service speed, cost transparency, as well as the competence and discipline of village officials. Based on these findings, it is recommended that the Marga Karya Village Office continuously improve service quality through strengthening human resource capacity, simplifying service procedures, and enhancing supporting facilities in order to achieve more effective, efficient, and community-oriented public services.

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