Analysis of the Quality of Community Satisfaction in Public Services in Tanjungpinang Class I State Detention House

Abstract

This thesis research is entitled: Analysis of the Quality of Community Satisfaction in Public Services at the Tanjungpinang Class I State Detention House. This research was carried out in response to complaints from community members, especially from the families of Correctional Inmates (WBP) at the Class I Tanjungpinang State Detention House (Rutan). The aim of this research is to find out and analyze public satisfaction with public services at the Class I Tanjungpinang State Detention House and to find out and analyze the obstacles to public satisfaction with public services at the Tanjungpinang Class I State Detention House. To answer the problem formulation, researchers used research methods with a qualitative descriptive approach and data analysis techniques based on the theory of Milles & Huberman (2014). Meanwhile, to determine the level of satisfaction in public services. Researchers use indicators based on (Bernes, 2003:71), which describes the level of satisfaction with public services through five criteria, namely: Core Products or Services; Support Services System; Technical Performance; Elements of Interaction with Customers and Emotional Elements. The results of the research show that public satisfaction with the services provided by the management of the Tanjungpinang Class I State Detention House (Rutan) is not satisfactory and does not meet community expectations. It is recommended that the Head of the Tanjungpinang Class I State Detention House provide training to his employees so that they gain skills and are more insightful in carrying out their duties.