Effect of Organizational Governance Management’s Service Transparency to Community Satisfaction

Abstract

This research aims to determine the effect of transparency in organizational governance management services on community satisfaction. The object of this research is the Regional Office of the North Sumatra National Land Agency/ KANWIL BPN SUMUT. This research uses a qualitative approach with the type of literature study. Based on sources or supporting reference materials, comparing one piece of literature with another as a primary source. Apart from that, this research also uses secondary data sourced from information from several related institutions or agencies. This research found that the Community Satisfaction Index Value with Land Services was 76.35, an increase from 72.47 in 2017. This value was still in the not-good category. The service components with the lowest scores are Service Procedures (76.33), Facilities and Infrastructure (72.18), and Service Time (70.62). The features that received the highest scores were Handling Suggestions and Complaint Feedback (82.88), Implementing Behavior (80.23), and Requirements (79.26). The results of this research state that many elements of each sub-section of organizational service governance still need to be implemented optimally. This certainly has an impact on the efficiency and effectiveness of performance as well as on public assessment.