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Measurement of customer satisfaction is something that should be done by a public service organization periodically, improving performance on the right attributes will have a positive impact, namely increasing satisfaction of public service users. This study aims to measure customer satisfaction of public service users by integrating the servqual model and the cartesian diagram model. The analysis tool uses SPSS, with a sample of 121 respondents. The results showed that the quality of public services at the Shipping Polytechnic of North Sulawesi was good, at an average performance score of 8.79 from the rating scale range, and was able to satisfy the expectations of service users. The main dimensions that must be improved immediately are reliability, assurance and tangible. At the attribute of service requirements information, service completion time period information and service supporting infrastructure facilities. With the findings of this study, it is hoped that public services can be improved and the attributes of services that are already good can be maintained.

The purpose of this study was to analyze and test the influence of position characteristics and team work on employee performance. This research was conducted at the Office of the Public Works & Public Housing Agency, Bogor Regency, West Java. The population in this study were all employees with the status of State Civil Apparatus (ASN) at the Bogor District Public Works & Public Housing Service. The population in this study were 287 people. By using the Slovin formula, a total sample of 167 people was obtained. The analysis technique used is multiple regression analysis. The results of the analysis show that job characteristics and team work have a significant effect on employee performance.