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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 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 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.

Immigration Office Class II Non TPI Blitar is an implementation in the field of immigration at the Regional Office of the Ministry of Law and Human Rights of East Java Province which is responsible to the Head of the Regional Office. Passport is a document that contains identity to enter the border of a country. In the implementation of passport making services at the Blitar Class II Non TPI Immigration Office, researchers found obstacles experienced by applicants such as the information provided was not clear, so the applicant had to return to the Blitar Class II Non TPI Immigration Office, because there was no delivery service for applicants who lived outside Blitar, the priority service room was underutilized due to lack of employees. Therefore, effectiveness in the implementation of public services is very necessary, because one of the requirements for implementing a program to improve the quality of public services. This study aims to analyze the making of passports at the Blitar Class II Non TPI Immigration Office. The method used in this research is descriptive qualitative method. Data collection techniques in this study used observation, interviews, and documentation methods. Public services in passport making at the Immigration Office Class II Non TPI Blitar show some positive results. The implementation of this program includes various services such as passport issuance in the office, out-of-office services, as well as special programs such as Sambang Haji and Sambang Sakit Services. However, there are several obstacles such as the lack of employees in the priority service room, unclear information, and instability in the Community Satisfaction Index (IKM).

The research aim to measure the community satisfaction index as service users and improve the quality of public services. The data was obtained by observing and distributing questionarires to the public using birth certificate processing services with asample of 65 respondents. The types of data used in this research are promary anf secondary data. Data analysys techniques is descriptive quantitative method by calculating the percentage of aech category of answers based on PEMENPAN No 14 of 2017. The result of the research show that the community satisfaction index at the Lembang Nononga Selatan, which can be seen from the 9 indicators in accordance with PERMENPAN No 14of 2017 with the average service quality at the conversion value of the community satisfaction index of 85,475

Improving public services becomes an inevitability for government agencies as public service organizers. No exception for Tirta Moedal Drinking Water Perumda Semarang City, as a Regional Owned Enterprise (BUMD) is also inseparable from the demands of improving the quality of service to customers. Customer service innovation is a response to service problems that do not satisfy the community as customers. Customer dissatisfaction with customer complaints, information services and new connect services is very dominant for customer complaints. The Community Satisfaction Index (IKM) is one of the indicators of accountability for service performance in the public sector that cannot be ignored. The Community Satisfaction Index is an evaluation of the community as a customer for the performance of services provided to the community as customers that should be the basis for each service provider institution to make adjustments to customer expectations and service innovation. The rapid development of information technology also increases public awareness of its right to good service.