Hariyanti, Nur Faradilla (2024) Analisis Survei Kepuasan Masyarakat tentang Pelayanan Publik (Studi di Kantor Kelurahan Mojolangu Kota Malang). Undergraduate thesis, Fakultas Ilmu Sosial dan Ilmu Politik Universitas Merdeka Malang.

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Abstract

Good service is a benchmark for community satisfaction, where all services must have superior intensity in terms of serving the community. by looking at the quality of service, whether it meets the needs of the community, if the community is satisfied then the quality of service can be said to be maximum. Through community satisfaction surveys, it provides feedback for agencies to continue evaluating their performance in community services. In this era of globalization, every government agency is required to have excellent and professional service. The correlation between quality and community satisfaction is as feedback. When the quality of service is good, community satisfaction can also be said to be achieved, this creates a good image and outlook for the system. One of the agencies in Malang City, namely the Mojolangu District Office, which has 17 types of public services, was used as a research object for the author because the office does not have a regular Community Satisfaction Survey program, so it was collected directly by Lowokwaru District. And regarding gaps in problems such as service mechanisms that are not easily understood by the local community. Based on the explanation above, the author is interested in analyzing the calculation of the Community Satisfaction Survey which is referred to in the Regulation of the Minister for Empowerment of State Apparatus and Bureaucratic Reform of the Republic of Indonesia No. 14 of 2017 concerning Guidelines for Community Satisfaction Surveys with the Delivery of Public Services.
The purpose of this research is to find out and describe the analysis of the Community Satisfaction Survey regarding Public Services at the Mojolangu Village Office, Malang City and to find out and describe the supporting and inhibiting factors of the Community Satisfaction Survey at the Mojolangu Village Office, Malang City.
This research uses a quantitative approach with a descriptive type. This research refers to the Regulation of the Minister for Empowerment of State Apparatus and Bureaucratic Reform of the Republic of Indonesia No. 14 of 2017 concerning Guidelines for Preparing Community Satisfaction Monitoring in Public Organizers with 9 indicators as measured elements. The population in this study was taken from the average number of applicants in the last 4 months in July-October 2023, namely 1,378 people. Then the sample calculation is to represent the population that will later be used as respondents. The sample in this study used the Krjcie and Morgan formula with a total of 57 respondents. The results of this research are the overall Community Satisfaction Survey score, namely 81.29, which is in category B, namely GOOD. and each element with 9 indicators also averages a B grade which is in the GOOD category. From these results the author states that the quality of the service provided is good and can be used as material for improvement. With an SKM value of 81.29, the Community Satisfaction Survey is said to be good and has provided excellent service to the community in Mojolangu Village, Malang City.

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