FADHILAH, APRIYANI and Winarti, Novi and Adiputra, Yudhanto Satyagraha (2023) SURVEY KEPUASAN PELAYANAN PUBLIK DI KANTOR KELURAHAN GUNUNG LENGKUAS KECAMATAN BINTAN TIMUR. S1 thesis, Universitas Maritim Raja Ali Haji.

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Abstract

The Gunung Lengkuas Village Office serves the community as well as public services in general. As we know, the task of the sub-district government is to support and assist the government in providing public services in the sub-district in its activities in accordance with its duties and responsibilities, providing facilities, directing administration, implementing service systems, and so on. However, there are several problems in public services at the Gunung Lengkuas Subdistrict office, where the public has expressed several complaints, including the behavior of officers such as employee discipline, handling of complaints that are not followed up and the lack of service systems in the Gunung Lengkuas Subdistrict office, East Bintan District. Therefore, this research aims to measure the level of community satisfaction in Gunung Lengkuas Village, East Bintan District. The method in this research uses a quantitative descriptive method using Community Satisfaction Survey analysis with results in the form of numbers. The sampling technique used was proportional stratified random sampling. According to PAN Ministerial Decree No.14 of 2017, there are 9 indicators of community satisfaction surveys, namely, requirements, systems, mechanisms and procedures, completion time, costs, product specifications, types of services, competency of implementers, behavior of implementers, complaint handling, suggestions and input as well as facilities and infrastructure. . The results of the research show that the survey score for community satisfaction with services at the Gunung Lengkuas Village office, East Bintan District is 74.8 in the Poor category. The indicator with the highest index value with an average IKM value of 95 is costs and the indicator with the lowest index value with an average IKM value of 1.5 is facilities and infrastructure in the question of the presence of lactation rooms. Keywords: Community Satisfaction Survey, Public Service

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