Publication Search

Public service quality serves as a crucial metric for assessing how well the government meets the needs and expectations of the community. Within public administration, the effectiveness of public services indicates the government's capability to deliver governance that is open, responsible, and focused on the citizens. In Indonesia, one tool for gauging public service effectiveness is the Community Satisfaction Index (Indeks Kepuasan Masyarakat/IKM). This research seeks to examine how community satisfaction in public services is measured by identifying various service components and the approach used to compute the IKM. A descriptive qualitative research method is employed, utilizing a literature review. Information was gathered from books, academic journals, government regulations, and other scholarly materials relevant to public service quality and community satisfaction. The results reveal that the IKM measurement system offers a comprehensive framework for assessing the performance of public services based on several aspects, including service requirements, processes, completion time, costs, the skills and conduct of service personnel, and available facilities. Additionally, the findings demonstrate that enhancements in service quality, transparency, and the responsiveness of public organizations greatly affect community satisfaction levels. As a result, ongoing assessments of public services through the IKM framework are vital for improving governance effectiveness, boosting service delivery, and reinforcing public confidence in government agencies.

This study aims to analyze the effectiveness of the public services of the Sorong City Education Office for the community by examining the relationships among service effectiveness, community satisfaction, service accountability, and apparatus responsiveness. The research uses a mixed-methods approach: a quantitative component involving distributing questionnaires to 30 respondents, analyzed using descriptive statistics and correlation, and a qualitative component involving in-depth interviews with five main sources, analyzed using triangulation and thematic analysis. The results of the study show that the effectiveness of public services is in the good category, with a significant relationship between service effectiveness and community satisfaction, service accountability, and responsiveness of the apparatus. Apparatus responsiveness has the strongest relationship with service effectiveness, showing the importance of officer responsiveness in improving the quality of education services. The interview findings also show that education services have improved, though further progress is needed in service speed and information transparency. The study's findings confirm the relevance of public administration theory and service quality in explaining the performance of regional education services. The research is limited in the small number of respondents and its focus on a single agency. Therefore, further research is recommended to increase the sample size, involve several public service agencies, and use a more comprehensive analytical model.

This study aims to determine the effect of service innovation and service quality on public satisfaction at the Alam Barajo District Office, Jambi City. This study used a quantitative method with questionnaires distributed to the public as the primary data source. The collected data were then analyzed to determine the extent to which service innovation and service quality contributed to public satisfaction. The results showed that service innovation had a positive and significant effect on public satisfaction, meaning that the better the innovation, the higher the level of public satisfaction. Furthermore, service quality was also shown to have a positive and significant effect, indicating that aspects such as accuracy, clarity of information, and officer attitudes play an important role in shaping public satisfaction perceptions. These findings confirm that increasing service innovation and improving service quality are strategic steps for the sub-district government in an effort to continuously increase public satisfaction. Thus, these two factors must be the main focus in improving public service governance in the region.

This study examines the dynamics of Buddhist religious counseling services in North Kalimantan Province in the post-pandemic period, particularly focusing on satisfaction levels and the distribution of counselors across districts. Using a quantitative approach with descriptive and correlational designs, the study involved a population of 9 Buddhist counselors and 3,993 congregants, with 98 selected respondents. Satisfaction levels were measured using the SERVQUAL framework, which evaluates service quality through five key dimensions. Findings show an overall satisfaction score of 3.65 (out of 5), categorized as “satisfied.” The highest rating was in the assurance dimension, reflecting public trust in counselor competence. However, empathy and responsiveness dimensions scored lower, especially in regions with few or no assigned counselors. A Pearson correlation analysis yielded a weak positive relationship (r = 0.214) between counselor-to-congregant ratios and satisfaction scores, emphasizing that equitable distribution is more crucial than sheer numbers. This research underscores the urgent need for needs-based distribution policies and hybrid service strategies that combine digital and in-person modalities. The results offer important policy implications, highlighting that spiritual service equity contributes to social cohesion and emotional well-being, especially in pluralistic and geographically dispersed regions.

This study aims to measure the Community Satisfaction Index  for PT INALUM's CSR program in Kuala Tanjung Village, Batu Bara Regency, North Sumatra Province. The Hikayat Si Kuta program serves as an evaluation instrument and basis for sustainable planning, which contributes significantly to improving the community's quality of life through an integrated program of education, training, and local capacity building. The research approach uses a quantitative method by distributing a Community Satisfaction Index questionnaire to program recipients. The study results show high satisfaction scores in most aspects, but there are critical challenges in the program's independence and sustainability, indicating potential dependency. This is because one of the programs has only been running for 1-2 years, so in the early stages the impact of its independence is not yet clearly visible. These findings confirm that corporate social responsibility (CSR) has had a tangible impact, but strategies are still needed to strengthen the program's social resilience. This article recommends the development of a roadmap for strengthening the capacity of assisted groups so that the implementation of corporate social responsibility (CSR) programs can have a more sustainable and inclusive impact.

This research aims to find out the effects of the service performance of the general administration staff on the level satisfaction of the academic community at the harapan bersama polythechnic tegal. The sample was selected by means of the slovin formula technique and it consisted of 98 consumers. The techniques used in data collection were observation, interview, literature, and questionnaire. The data analysis techniques were quantitative with the statistic analysis descriptive quantitative, data quality test (validity test and reliability test), classic assumption test (normality’s test, multicolonierity test, heteroskedasticity test, and autocorrelation test), multiple linear regression, hypotesis’s test (t’s test and F’s test) and coefficient of determination. The results of the research show that : (1) there is a positive and significant partially between effect of the service performance in cleanliness on the satisfaction of the academic community at the Harapan Bersama Polythechnic Tegal, indicated by a regression coefficient of 0,286, a tobserved value of 4,472, and a significance value of 0,000; (2) there is a positive and significant partially between effect of the service  performance in infrastructure on the satisfaction of the academic community at the Harapan Bersama Polythechnic Tegal.

This study explores the effectiveness of restorative and civil governance models in resolving environmental disputes at the local government level. As environmental conflicts become more complex and widespread, traditional legal approaches often fail to provide quick, sustainable solutions. Restorative governance models, which prioritize community involvement, collaboration, and the restoration of relationships, offer a promising alternative to adversarial legal proceedings. The research combines policy analysis and semi-structured interviews with local government officials, mediators, and community representatives to assess the implementation and outcomes of these models in real-world contexts. Findings indicate that restorative practices, when integrated with civil governance mechanisms, significantly reduce dispute resolution times (a 40% improvement) and enhance community satisfaction compared to traditional litigation processes. These models foster a more inclusive and cooperative environment, ensuring that all stakeholders, including local communities, are actively involved in decision-making processes. However, challenges such as legal framework rigidity, political pressures, and resource limitations still impede the widespread adoption of restorative practices. The study concludes with recommendations for integrating restorative approaches into local environmental policies, advocating for legal reforms and enhanced resource allocation to support these methods. Limitations of the study include its regional focus and the need for broader, longitudinal research to assess the scalability of restorative and civil governance models across different geographic contexts and environmental issues.

Improving the quality of public services is one of the key objectives in village governance. To achieve this goal, the implementation of good governance principles is highly relevant, as it ensures that services are delivered in a transparent, accountable, responsive, and citizen-oriented manner. This study aims to analyze the influence of good governance on the quality of public services at the Barangmamase Village Office, Sajanging District, Wajo Regency. The research employed a census method by involving the entire population as the research sample. Data collection techniques included observation, questionnaires, and documentation, while the data analysis technique applied was descriptive analysis to illustrate the actual conditions in the field. The findings indicate that the implementation of good governance, according to respondents, is categorized as good, and the quality of public services is also categorized as good. Furthermore, quantitative analysis shows that good governance has a strong and positive influence on public service delivery. This implies that the better the implementation of good governance principles, the higher the level of public satisfaction with the services provided. The study emphasizes the importance of consistently applying the principles of transparency, accountability, participation, and effectiveness to improve the quality of public services at the village level. These findings are expected to serve as a useful reference for village governments and future researchers in developing further studies on the relationship between governance practices and community satisfaction in the context of public service delivery.

Service quality is a vital element that must be prioritized to achieve excellence in public service delivery. It serves as the cornerstone for any institution, directly influencing public satisfaction. Such satisfaction can only be realized when services are delivered effectively, efficiently, and in alignment with the community’s needs. This study aims to assess the quality of public services at the Plampang Village Office and identify factors that hinder its enhancement in 2022. Using a descriptive method with a qualitative approach, the research explores and analyzes various phenomena, events, social activities, attitudes, beliefs, perceptions, and community perspectives, both on an individual and collective level. The findings reveal that the assurance dimension of service quality received favorable feedback from service users. However, other dimensions still exhibit notable deficiencies, such as the public’s limited awareness of service standards, the small size of service spaces, and inadequate facilities, such as computers and laptops, which often experience technical issues, leading to delays in service completion.

This study aims to evaluate community satisfaction with the CSR Program of PT Pertamina Patra Niaga Fuel Terminal Samarinda focused on talent and interest development for children of the Butonese community in Sidodadi Urban Village. A quantitative approach was applied using the Community Satisfaction Index (IKM) survey instrument based on Ministerial Regulation PANRB No. 14 of 2017, supported by Importance Performance Analysis (IPA). Results indicate an IKM score of 84.18, which falls under the “very good” category. However, several priority attributes, such as scheduling accuracy and supporting infrastructure, require improvement. Recommendations include service quality enhancement, community engagement, and sustainability-based planning.

The mentoring activity for preparing regional development planning documents at Bapperida Bangkalan Regency is part of a community service program aimed at improving the effectiveness of public administration. During the program, students were directly involved in collecting and processing data, analyzing program performance indicators, and assisting in drafting and evaluating planning documents such as the RKPD, RPJMD, and RPD. This activity also supported the budgeting process, program consistency assessment, and public service performance measurement through the Community Satisfaction Survey (SKM). The results of the mentoring program show that collaboration between academia and local government can improve work efficiency, the quality of planning documents, and the capacity of civil servants in developing data-driven policies. This activity not only benefited the institution but also served as a real-world learning experience for students in understanding public administration practices at the regional level.

Employee performance in government agencies often gets a red report card from the public. These problems usually arise as a result of employee performance that is considered unsatisfactory to service users such as not being able to explain service procedures, unprofessional time management and lack of providing solutions to problems encountered. The assessment of employee performance as described by Andrew states; Quantity, Quality, Job knowledge and employee skills in carrying out work are one of the assessments of good performance on employees. The level of public satisfaction is influenced by the performance of employees and in this era of bureaucratic reform is very well considered by the government. The government through the Minister of Administrative Reform and Bureaucratic Reform issued Permenpan No.14 of 2017 which explains the guidelines for community satisfaction surveys in public service delivery units. The purpose of this study was to analyze the effect of village employee performance on community satisfaction in Nginden Jangkungan Village, Surabaya. The method used in this research uses quantitative methods. The population used is the people of Nginden Jangkungan Village using a sample based on the slovin formula which obtained the results of 105 respondents. The technique used in analyzing this research is simple linear regression. In processing the respondent's data, the author uses the SPSS version 26 system and produces an answer which states that the performance variable partially and significantly affects community satisfaction in Nginden Jangkungan Village, Surabaya. Then based on the simultaneous test, the performance variable of Nginden Jangkungan Village employees also has a positive and significant effect on community satisfaction. The conclusion of this study is that there is a significant and positive effect of urban village employee performance on community satisfaction. However, it is necessary to pay attention to the officer's ability to manage time management and responsibility because it is slightly lagging behind other statement items.

This study aims to analyze the strategy of improving the quality of public services through digital innovation in Sunter Agung Urban Village. In the era of globalization and rapid development of information technology, public services are expected to be more responsive, transparent, and efficient. The research used a descriptive qualitative approach with data collection through documentation studies and in-depth interviews with urban village officials and service users. The results showed that the use of digital innovations such as web-based service applications, online queuing systems, and document digitization has had a positive impact on improving service quality, including accelerating administrative processes and increasing community satisfaction. However, various obstacles are still found, including limited network infrastructure, suboptimal human resource capacity in mastering technology, and low digital literacy among the community, especially the elderly. For this reason, the proposed quality improvement strategy includes strengthening institutional capacity through digital training for apparatus, developing technological infrastructure, and digital literacy campaigns involving the wider community. This research is expected to serve as a reference for local governments in developing inclusive and sustainable digital-based public services.

The Community Service Program (KKN) of the Faculty of Economics, UNKRIS, aims to raise awareness and change behavior among the community in Pondokgede sub-district regarding the environment, starting with the household environment in handling organic and inorganic waste through composting and the use of Biopori Infiltration Pits (LRB), waste banks, and greening for Green Open Spaces (RTH). The method used in this study is qualitative analysis. Before the KKN FE UNKRIS activities were implemented, several steps were taken to ensure the smoothness and effectiveness of the program, including preparation, implementation, and evaluation. Overall, the KKN FE UNKRIS program in the environmental conservation movement and its implementation in Pondokgede sub-district has had a positive impact on accelerating the development of Pondokgede sub-district, as evidenced by the improvement in community behavior toward the environment and the level of community satisfaction with the KKN FE UNKRIS program. The implications of this KKN program include the need for continuous monitoring to ensure that community awareness of a clean and healthy environment continues to increase. Additionally, the program should be continued until the stage of utilizing the results of waste processing generated by each community in Pondokgede.

Green Open Space (RTH) has an important role in creating a healthy urban environment and improving the welfare of the community. In DKI Jakarta, as the capital city of Indonesia which is densely populated and experiencing rapid urbanization, the management of green open space is becoming increasingly important. This study aims to determine and analyze the effectiveness of the Taman Maju Bersama program in managing green open space in South Jakarta and East Jakarta. The type of research that will be carried out in this study is qualitative research using the type of case study research. For data collection techniques in researching the effectiveness of the Taman Maju Bersama program in managing green open space in the South Jakarta and East Jakarta Regions, namely using observation, interviews and documentation. The results showed that the green space management program was effective in achieving several individual goals, such as increasing green area and community participation. However, there are significant challenges related to budget constraints, policy changes, and coordination among stakeholders that affect the overall effectiveness of the program. Although community satisfaction was relatively positive, especially with regard to the presence of green open spaces, there is a need to improve project management, community participation, and resource utilization. 

The role of the village government in improving the quality of administrative services at the village office is part of an effort to realize professional public services that focus on community satisfaction. The village government acts both as a policymaker and a service provider, responsible for delivering an orderly, fast, and transparent administrative system. This research was conducted at the Tenilo Village Office in Tilamuta District. This study aims to determine the extent of the village government's role in improving the quality of administrative services at the Tenilo Village Office, Tilamuta District, Boalemo Regency. This study uses a qualitative research approach. Data collection techniques include observation, interviews, and documentation. The data sources consist of both primary and secondary data. The data analysis technique used is descriptive qualitative analysis, which includes data reduction, data presentation, and conclusion drawing. The research findings at the Tenilo Village Office in Tilamuta District indicate that the government has played an active role in enhancing the quality of administrative services. However, there are still several inhibiting factors in improving service quality. Internal factors include: (1) inadequate service facilities, (2) limited skills and capabilities, and (3) budget constraints. Meanwhile, external challenges involve: (1) lack of community participation.

This research aims to analyze and develop a community satisfaction survey work system carried out by the Tanjung Tiram District Head Office, Batu Bara Regency. Community satisfaction surveys are one way to measure the extent to which public services provided by government agencies, in this case the sub-district office, meet the needs and expectations of the community. This research includes the design, implementation, and evaluation of the system used to collect and analyze survey data. Through representative and systematic data collection, it is hoped that the survey results can provide constructive input for improving the quality of public services in the region. It is hoped that the results of this research can provide useful recommendations for policy makers in optimizing the public service system based on community satisfaction in Batu Bara Regency

The rapid development of science and technology has driven increasingly intense global competition, demanding educational institutions to play an active role in developing human resources (HR). Higher education serves as a platform to enhance students' competitiveness, not only through academic education but also through student organizations such as the Student Executive Board (BEM). This organization provides opportunities for students to develop social skills, leadership, and other soft skills that are highly essential in the professional world. STMIK Widuri, as one of the higher education institutions in Indonesia, integrates academic education with students' personal development through organizations like BEM. This study aims to evaluate the level of satisfaction among the academic community regarding activities organized by the BEM of STMIK Widuri during the 2023–2025 period using the Service Quality (SERVQUAL) approach. This method measures service quality based on five key dimensions: reliability, responsiveness, assurance, empathy, and tangible aspects. Data were collected through interviews, observations, questionnaires, and literature reviews, with a total of 51 respondents comprising students, lecturers, and staff. The results of the study indicate that all data are valid and reliable based on the Cronbach Alpha test, with values exceeding 0.6. Analysis using SPSS software shows a gap between respondents' perceptions and expectations of the services provided by BEM. These findings are expected to provide insights for the BEM of STMIK Widuri to improve service quality and design programs that better align with the needs of the academic community. Thus, BEM's role as a facilitator of student potential development can be further optimized, supporting the achievement of STMIK Widuri's vision as a globally competitive educational institution.

Arwan, 2024. The Effect of Service Quality on Community Satisfaction at the Paccerakkang Village Office, Makassar City. Thesis of the Management Science Study Program of STIM-LPI Makassar (supervised by Dr. Andi Hendra Syam, S.E., M.Si. and Rahmi Usman, S.S., M.Pd.)This study aims to determine the Effect of Service Quality on Community Satisfaction at the Paccerakkang Village Office, Makassar City. The method used in this study is a quantitative method with the number of respondents of 100 employees which is used as a sample with a sampling technique, namely probability or random sample with the slovin technique, where the data collection technique using questionnaires. The analysis used in this study is a Simple regression test. The results of this study partially showed that the training variable had a positive effect on employee performance with the T value calculated for the service quality variable was 12.278 while theT table with the level (ꭤ) = 0.05, N-K = 100-2 = 98 was 1.984. Based on the test criteria of theT count>Ttable, then Ha is accepted and Ho is rejected and the significance level is 0.000<0.05. Which means that partially the service quality variable has a significant effect on community satisfaction.

The art corner and digital application training in Gunung Anyar Tambak, Surabaya, aims to improve the quality of life of the community through creativity and skills development. This study analyzes the impact of the training program on community participation, social welfare improvement, and contribution to creativity development. The research method used is a qualitative approach by conducting interviews to identify community satisfaction during training, and then conducting interviews with dance training students in depth to explore the potential of students after attending dance training. The results showed that the program succeeded in increasing community interest and participation in arts activities, and had a positive impact on social and economic aspects. This training activity has an impact on increasing the motivation and ability of the community in the use of technology in the current era. Through a training program that involves the active participation of the community, this research analyzes the impact of the program on increasing the sense of belonging to local culture, creative economic development, and the formation of stronger social networks.