PENGUKURAN KUALITAS PELAYANAN PUBLIK MELALUI INDEKS KEPUASAN MASYARAKAT (IKM) DI DPMD KAB. PASURUAN
DOI:
https://doi.org/10.9963/23msbt26Keywords:
Public Services, Community Satisfaction, Service QualityAbstract
This study aims to evaluate the quality of public services provided by the Pasuruan Regency Community and Village Empowerment Office (DPMD) using the Community Satisfaction Index (CSI). The research questions include the level of public satisfaction with public services and the identification of factors that support and hinder the quality of these services. The study employed a qualitative evaluative method, with data collection techniques including interviews, observation, documentation, and questionnaires distributed to residents who had previously received DPMD services.
The results indicate that the public services provided by the DPMD have met most public expectations and are considered satisfactory. However, several aspects still require improvement. Supporting factors identified include the professionalism of officers and clarity of service procedures, while inhibiting factors include limited infrastructure, a suboptimal complaints system, and low digital literacy among the public. These findings highlight the importance of improving managerial systems and service facilities to support more responsive and efficient services. Overall, this study provides a strong foundation for the ongoing evaluation and development of public service quality at the local level.
Keywords: public services, community satisfaction index, service quality
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