Community Satisfaction Research Articles

Implementation of Good Governance as An Acceleration of Public Services at The Village Level

The slow administrative process, lack of public participation in decision-making, and low transparency and accountability in public financial management are the main problems in public services in Sungai Limau Village, Pusako District, Siak Regency. One of the efforts to improve the service system that still faces various challenges is through the implementation of good governance. This study aims to examine the implementation of good governance in public services in Sungai Limau Village, Pusako District, Siak Regency. This study uses the Focus Group Discussion (FGD) research method. The data collection method in this study involves a review of literature. After the data is collected, the analysis is carried out by filtering relevant data, presenting the data, and finally making conclusions. The findings of the study indicate that the application of good governance principles can accelerate public services at the village level, as seen in Sungai Limau Village, Pusako District, Siak Regency. Therefore, the recommendation that can be taken from this finding is the importance of implementing good governance principles consistently to enhance the standard of public services and boost community engagement and satisfaction.

DAMPAK KORUPSI BANSOS TERHADAP KESEJAHTERAAN MASYARAKAT DALAM PANDANGAN MAHASISWA SEKOLAH TINGGI DESAIN INDONESIA

This article explores the impact of corruption on social assistance programmes and its effect on community welfare from the perspective of design students. Corruption, which is a practice that harms both the state and society, often hinders the effectiveness of social assistance programmes, which should aim to improve social welfare. Design students, with different backgrounds and approaches, produce different perspectives in analysing the impact of corruption on social welfare. Through case studies and qualitative analysis, this article shows how corruption can affect social assistance distribution, service quality, and community satisfaction. The results show that design students have an assessment of social assistance corruption cases and design students can play an important role in reducing corruption and increasing the effectiveness of social assistance, so that it can contribute to improving people's welfare.

Sense of community, life satisfaction and psychological distress among seniors – HUNT4 study, Norway

Abstract Background Strong sense of community with one’s neighbors may benefit psychosocial well-being. Moreover, local communities with high level of belonging and social cohesion can have a positive impact on public mental health. This study aims to investigate associations between sense of community and life satisfaction - at both an individual and local community level in a Norwegian county. Methods Data from Trøndelag Health Study 4 (HUNT4: 2017-2019) on 22 939 participants were linked to geographic data of residence from Statistics Norway. The basic statistical unit in Norwegian, known as “grunnkrets,” serves to identify participants’ local communities. These units are subdivisions of municipalities, covering geographically contiguous areas that typically include a few hundred inhabitants. This population-based study enables investigation of variation in sense of community, trust, life satisfaction and psychological distress on individual and community level. Results Seniors (median age 70.3 years) with strong sense of community with their neighbors had more than three times higher odds (95%CI 3.08-3.93) of high level of life satisfaction and less than 0.3 times lower odds (95%CI 0.26-0.33) of psychological distress symptoms vs those with low sense of community, adjusted to sociodemographic variables. The average sense of community varied between local communities (N = 284). At this local geographical unit, strong sense of community was associated with high level of trust, enjoying the neighborhood and high life satisfaction. Conclusions The study can inform public health policy to consider development of social infrastructures that bolster sense of community among seniors within neighborhoods. Policy and action plans targeting to increase the overall sense of community in neighborhoods may contribute to create mental health-promoting and age-friendly local communities in Norway. Key messages • At individual level, sense of community with neighbors are associated with life satisfaction and psychological distress among Norwegian seniors. • The average sense of community varies between geographic local areas and are associated with level of trust, enjoying the neighborhood, average life satisfaction, and psychological distress.

Implementasi Sistem Informasi Pelayanan Publik Terintegrasi (SI-PUTRI) (Kabupaten Ogan Komering Ilir, Provinsi Sumatera Selatan)

This research aims to analyze the implementation of the integrated public service information system (SI-PUTRI) which measures the level of the Community Satisfaction Index (IKM). The transition from manual assessment to digitalization makes it faster, easier, more transparent and integrated. With the SI-PUTRI innovation, the public can assess the public services of the Ogan Komering Ilir Regency government for the services provided to the community. SI-PUTRI makes it easier for the public to assess the level of satisfaction digitally so that the assessment is recorded in an integrated document so that it can make it easier for the government to evaluate the public services provided. The indicators of problems in implementing SI-PUTRI are factors that influence the relationship between SI-PUTRI and improving service performance. The second is factors that influence the success of SI-PUTRI implementation, such as the characteristics of implementing agents, work environment, social and political conditions and suitability. performance.

Public Satisfaction in the Management and Use of Green Open Space in Manado City, North Sulawesi Province

The community has the right to utilize public open spaces. Therefore, the government has the responsibility to provide public open spaces and provide supporting facilities that can be used by the community according to their designation. Manado City in implementing Law Number 26 of 2007 has provided public open spaces for the community. The availability of public open spaces has been utilized by the community for sports activities, recreation or simply interacting with others. The open spaces that are often used by the people of Manado City besides the Blessing Park and the coastal reclamation park are also the Sparta Tikala Field, the Wenang National Unity Park, and the KONI Sario Field. However, in its management and utilization, several complaints are still found from the community. This study was conducted to identify and analyze community satisfaction in the management and use of green open spaces in Manado City. The research design used is qualitative with a descriptive approach. Data were obtained by conducting interviews with the community who use green open spaces and the managers of green open spaces. Observations were made by visiting the existing green open spaces directly and observing all the facilities available and the activities carried out by the community when they were in the green open space. Secondary data collection was conducted by utilizing Google Scholar and ResearchGate to obtain references that can support the achievement of research objectives. Data analysis was conducted using the stages of data reduction,

Penerapan Permen PANRB 29/2022 dalam Penilaian Kinerja Pelayanan Publik di Kecamatan Rungkut Kota Surabaya

Rungkut District is one of the public service units with the lowest community satisfaction index in Surabaya City District in 2023. So monitoring and evaluation needs to be carried out in order to get recommendations and improvements. The aim of this research is to assess the performance of public services based on the regulations of the Minister for Administrative Reform and Bureaucratic Reform (PermenPAN RB) Number 29 of 2022. The research method used is descriptive qualitative research with a content analysis approach. Data collection techniques through observation, documentation and assessment follow the format of PermenPAN RB 29/2022 with form-02 calculations as the evaluator. The results of the research show that the performance of public services in Rungkut District is good but with caveats. Because it can be seen from the service policy aspect that the availability of standard information and service announcements is an obligation of service providers; aspects of HR professionalism, namely service implementers who are responsive and implement a culture of service implementers; aspects of facilities and infrastructure, namely the availability of facilities and infrastructure supporting services; aspects of public service information systems to inform and support service operations so that they become known to the public; the complaint consultation aspect, namely the availability of a special place for consultation and complaints to provide information and complaints to the public; The existence of public service innovation makes it easier to provide online licensing services. Suggestions from researchers need to increase the media for publishing service information and providing infrastructure for disability groups.

Employee Performance in Population Services Quality Timeliness and Technology Use

General Background: Employee performance in public administration is crucial for service quality. Specific Background: This study examines employee performance in population administration services at Kupang Village, Jabon District, Sidoarjo Regency, focusing on community needs and technological adaptation. Knowledge Gap: While prior research has addressed public service performance, gaps exist regarding specific performance indicators in local contexts. Aims: This study aims to analyze performance using five indicators: Work Quality, Timeliness, Initiative, Ability, and Communication. Results: Findings show optimal work quality and initiative, yet timeliness and ability are partially lacking due to attendance issues and varying technological skills. Novelty: This research highlights the interplay between employee competencies and community demographics. Implications: Enhancing training in technology and establishing clear protocols could significantly improve service delivery and community satisfaction, fostering better governance and public trust. Highlights: Optimal Work Quality: Employees demonstrate high-quality service through detailed work and effective communication with the community. Need for Timeliness: Issues with employee punctuality impact overall service delivery and community satisfaction. Technological Competency: Varying levels of technology use among employees highlight the need for targeted training and support. Keywords: Employee Performance, Service Quality, Community Needs, Population Administration

User Satisfaction and Challenges in Plavon Dukcapil Online Services

General Background: The effectiveness of public administration services in Indonesia is crucial as the country transitions to digital platforms. Specific Background: This study examines the online services of Plavon Dukcapil in Rangkah Kidul Village, Sidoarjo Subdistrict, highlighting challenges faced by elderly users in navigating these services. Knowledge Gap: While existing research addresses the advantages of e-government, few studies focus on user satisfaction and effectiveness in rural areas, particularly regarding Plavon Dukcapil. Aims: This research aims to assess the effectiveness of Plavon Dukcapil's online services, focusing on community satisfaction related to service quality, speed, and accessibility. Results: Findings indicate that although service productivity aligns with regulations, efficiency is hindered by incomplete documentation and delays. Community satisfaction is compromised as many residents prefer in-person services over online options. Novelty: This study offers new insights into the operational challenges of e-government in rural Indonesia and highlights the need for improved community engagement. Implications: Enhancing communication and technical support for users, especially the elderly, could significantly improve the effectiveness and satisfaction of Plavon Dukcapil services, fostering better public service delivery in the digital era. Highlights: Digital Transformation: The study emphasizes the role of technology in enhancing public service accessibility and efficiency. Community Preferences: Many residents still prefer traditional in-person services over online platforms, indicating a gap in user experience. Need for Engagement: Improved communication and support for vulnerable populations, particularly the elderly, are essential for increasing online service effectiveness. Keywords: Plavon Dukcapil, Online Services, Community Satisfaction, E-Government, Public Administration

Analysis of Community Participation and Satisfaction with the Engku Putri Square as an Open Sports Space in Batam City

This study aims to investigate community participation and satisfaction with the Engku Putri Square as an open sports space in the city of Batam to find out how far the government has implemented the National Sports System Law (UU SKN) through the two dimensions of the Sports Development Index (SDI). Case studies were chosen as an approach to achieve the objectives of this research. Data were obtained through interviews, observations, and documents. The interviewees were 16 community members who used the Engku Putri square as a place to exercise. Observations were made on daily sports activities, the condition of the facilities, and the atmosphere at the Engku Putri square. Document data was obtained from the relevant SKPD, namely the Public Works Department (DPU) Parks section, the Indonesian Community Recreational Sports Federation (FORMI) in the city of Batam, and the Internet. Data analysis uses a thematic analysis approach by reading data, grouping initial codes, determining themes, and writing reports. The results are presented through a description of the environmental characteristics of Engku Putri Square, Batam City, tabulated results of community participation and satisfaction in several themes. Participation is the initial discussion through calculating the SDI participation index with intermediate criteria. Meanwhile, satisfaction is categorized into four major themes, namely (1) quality and service, (2) price, (3) emotional factors, and (4) convenience. Each of them was at a satisfactory level with several inputs as follows: (1) the need for additional sports facilities in the Engku Putri square, Batam city, (2) attention to the maintenance of facilities in the Engku Putri town square, Batam city, and (3) observing cleanliness in the Engku Putri square, Batam city.

The Influence of Public Service Quality, Perceived Ease of Use of J-Mbako Application on Community Commitment in Paying Taxes Through Community Satisfaction as an Intervening Variable

This study aims to determine the effect of service quality, perceived ease of use, and satisfaction on the commitment to use the J-Mbako tax payment application. The number of samples in this study was 176 respondents, namely people who use the J-Mbako application. The analysis technique used was the Structural Equation Model (SEM) using the WarpPLS 7.0 application. The results of the data analysis showed (1) the variables of service quality and perceived ease of use directly have a positive effect on satisfaction. (2) the variables of service quality, perceived ease of use, and satisfaction directly have a positive effect on commitment. (3) the variables of service quality and perceived ease of use indirectly have a significant positive effect on ongoing commitment through satisfaction.

Preference for Public Transportation Service Levels in Makassar City Towards Female Passenger Satisfaction

Basic services are government affairs that are mandatory and entitled to be obtained by every citizen, one of which is public transportation services. Although it has been regulated by Minimum Service Standards (SPM), the quality of public transportation services in Makassar City is still low and has not met expectations and satisfaction, especially for female passengers. The purpose of this study was to determine the satisfaction of female passengers with the quality of public transportation services in Makassar City. The respondents of this study were 96 female passengers of public transportation in Makassar City. This research is descriptive qualitative study that refers to the Regulation of the Minister of Transportation of the Republic of Indonesia Number PM 29 of 2015. This regulation outlines criteria such as security, safety, comfort, affordability, equality, and regularity for assessing the quality of public transportation services in Makassar City. The data analysis technique in this study uses descriptive analysis employing the Community Satisfaction Indicator (SMI) analysis method. Based on the results of calculations using the public satisfaction index method, it is known that the total number of service elements has a score of 43.86. Although this indicates that the overall quality of service is quite good, it is considered that women are not satisfied with the service provided. The relationship between the level of satisfaction with the quality of service affects women's preferences in choosing the mode they want to use.

LINEARITY OF SERVICE QUALITY AND PUBLIC SATISFACTION IN GOVERNMENT HOSPITALS

This study aims to analyze the relationship between service quality and community satisfaction in the outpatient installation of Kuningan Hospital. The research was carried out in May 2024 using a narrative descriptive method. Data collection was conducted using interviews, observations, and documentation. The results of the research show that there is a significant difference in perceptions related to the quality of health services. The quality of administrative services was considered very satisfactory by most of the informants. The tangible dimension of the installation was considered satisfactory. In the responsiveness dimension, it was found that officers showed a high level of professionalism and responsiveness in providing the needed help and information. The assurance dimension showed that informants appreciated accurate information and professionalism of officers. The findings of the study could inform strategies to enhance service delivery and meet the public's expectations more effectively.

Assessing the Influence of Community Involvement on Perceptions of Cultural Heritage Tourism Development

The development of cultural heritage tourism (CHT) frequently encounters obstacles pertaining to community support, as the attitudes of the local populace typically dictate the outcome of tourism endeavors. The community's influence on these perceptions has been undervalued in traditional approaches, which has resulted in low levels of engagement and support for cultural preservation. This study aims to bridge this gap by investigating how different degrees of community involvement impact local perceptions of the advantages of tourism, the preservation of culture, and general satisfaction with the results. Data was gathered from 300 participants who were actively involved in many heritages sites' tourism planning. The connections between perceptions of the advantages of tourism and community involvement (CI) were evaluatedby utilizing Partial Least Squares Structural Equation Modeling (PLS-SEM). The results demonstrated that the perceptions of economic benefits (PEB), perceptions of cultural preservation (PCP), and community satisfaction (CS) are all positively impacted by greater CI. The aforementioned results underscore the significance of adopting participatory methodologies, implying that cultivating community engagement is vital for the sustainable growth of CHT.

Application Of The Level Of Community Satisfaction With Services At The Education Office Of The District Of North Bengkulu Using The Csi (Customer Satisfaction Index)

The North Bengkulu Regency Education Office is one of the government agencies in North Bengkulu Regency, Bengkulu Province. So far, the process of evaluating the serkvices of each employee at the Education Office of North Bengkulu Regency is still carried out internally without the views of the community. This certainly cannot be used fully in knowing the level of service satisfaction. The application of the level of public satisfaction with services at the North Bengkulu Regency Education Office using the CSI (Customer Satisfication Index) Method can assist the admin in managing the results of the service satisfaction assessment survey at the North Bengkulu Regency Education Office and provide information on the results of the public satisfaction assessment survey on the services provided. In addition, the application can also facilitate the community in providing an assessment of satisfaction with services at the North Bengkulu Regency Education Office.The application of the level of public satisfaction with services at the North Bengkulu Regency Education Office using the CSI (Customer Satisfication Index) Method is made with the PHP programming language and MySQL database. Based on system testing that has been carried out, it can be concluded that the application of the level of public satisfaction with services at the North Bengkulu Regency Education Office has run well and can be able to provide information in the form of the level of public satisfaction with services at the North Bengkulu Regency Education Office through the stages of the CSI (Customer Satisfication Index) Method.

ANALISIS TINGKAT KEPUASAN MASYARAKAT TERHADAP PELAYANAN PADA KANTOR IMIGRASI KELAS I KHUSUS TPI NGURAH RAI

This research was conducted to analyze the level of public satisfaction with services at the TPI Ngurah Rai Special Class I Immigration Office, which was motivated by the high number of complaints and requests for information as well as the lowest rating from Google reviews among other immigration offices in Bali. The results of previous research show varying results regarding the influence of tangible, reliability, responsiveness, assurance and empathy aspects on community satisfaction. The aim of this research is to determine the effect of service quality using ServQual (tangible, reliability, responsiveness, assurance and empathy) on community satisfaction at the TPI Ngurah Rai Special Class I Immigration Office partially and simultaneously. This research uses descriptive quantitative methods. The total sample was 100 respondents with sampling using the accidental sampling method. The data analysis technique uses multiple linear regression analysis with hypothesis testing using the t test and F test. The results simultaneously show that the variables tangible, reliability, responsiveness, assurance and empathy have a significant effect on community satisfaction. Partial results show that the tangible and assurance variables do not have a significant effect on community satisfaction, the empathy variable has a negative but not significant effect on community satisfaction, and the reliability and responsiveness variables have a significant influence on community satisfaction. The determination test showed that 62.9% of the variation in community satisfaction variables could be influenced by tangible, reliability, responsiveness, assurance and empathy variables.

The Analysis of Academic Community Satisfaction with Public Services in The Higher Education Service Institution

<p>The services quality will provide a satisfied perception of the services provided by the government. Public services provided by the government are felt to have not met the expectations of the community, as evidenced by the complaints submitted by the service users. This study aims to analyze the value of the service user satisfaction index on The Higher Education Service Institution (LLDIKTI) Region XI services in an effort to determine and evaluate the dimensions of the service quality. The descriptive quantitative is used as the research method. In this research, the data collection techniques using questionnaires, observation as primary data, and literature study as secondary data. The data analysis technique is guided by Permenpanrb number 14 of 2017. The results, 1) The service user satisfaction index obtained a value of 87.13, which means that the perception of satisfaction with the quality of LLDIKTI Region XI services is considered GOOD. However, it is still below based on the Ministry of Education and Culture's road map targets of 92.0. 2) In the ServQual dimension with indicators of Tangibles (U9), Reliability (U1, U2, U5), Assurance (U6), Empathy (U7), Responsiveness (U3) are below the value of 92.0. 3) There is no policy specifically to regulate the follow-up of public satisfaction survey results. 4) The digital services in the services that are dominantly accessed by service users, namely resource services, and PDDIKTI services. So, further research is needed to find out the factors that affect the quality of digital services on the service user satisfaction.</p>

Evaluation of the Implementation of Diversion and Restorative Justice in the Child Criminal Justice System in Jayapura City

This research aims to analyze the implementation of diversion and restorative justice in the Juvenile Criminal Justice System (SPPA) in Jayapura City. This research uses a sociological juridical approach with qualitative research methods. Data was collected through literature study and field research, including interviews with law enforcement officials and the community. The research results show that the public's understanding of diversion and restorative justice still needs to improve, while law enforcement officials' understanding is quite good. However, community satisfaction with implementing diversion and restorative justice is still low due to several factors, such as a lack of attention to victims, judge decisions that are considered unfair, and criminal sanctions that are considered too light. Apart from that, there are several obstacles in implementing diversion and restorative justice, such as difficulty presenting child witnesses, complicated statements from perpetrators, and limited space for child detention. This research concludes that implementing diversion and restorative justice in Jayapura City is yet to be optimal and needs to be improved through more intensive outreach, increasing the capacity of law enforcement officers, and improving supporting facilities.

Pengaruh Kualitas Pelayanan Publik dan Disiplin Kerja Pegawai Terhadap Kepuasan Masyarakat di Kantor Kecamatan Klari Kabupaten Karawang

This research aims to analyze the influence of the quality of public services and employee work discipline on community satisfaction at the Klari District Office. The descriptive quantitative method was used in this research with data collection methods using questionnaires and ordinal scales. The population is the people of Klari District, the sample size reached 98 respondents. Data were analyzed using multiple linear regression analysis and referring to a significance level of 0.05. The overall analysis was calculated using the SPSS program. The examiner's results show that (1) partially, the quality of public services has a significant effect on Klari community satisfaction. (2) Partially, employee work discipline has a significant influence on Klari District community satisfaction. (3) Simultaneously, both variables have an influence on Community satisfaction means that the quality of public services and employee work discipline have a significant effect on community satisfaction.

Transforming Population Administration Services in Indonesia for Enhanced Excellence

General Background: The quality of public services, particularly in population administration, is crucial for effective governance and community satisfaction. Specific Background: This research investigates the quality of Population Administration Services using the Plavon Dukcapil Application in Dukuhsari Village, Jabon Sub-district, Sidoarjo Regency, highlighting the importance of technology in enhancing administrative efficiency. Knowledge Gap: Despite the implementation of digital solutions like Dukcapil Plavon, there is limited understanding of how these applications affect service quality from the perspective of both government officials and the community. Aims: This study employs a descriptive qualitative method, utilizing observation and interviews to analyze service quality based on five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. Results: Findings reveal that the Dukuhsari Village government has established adequate physical infrastructure and consistently meets residents' needs through timely and polite services. The village employees demonstrate responsiveness by providing clear information regarding service processes, while empathy is evident in their attentive approach to residents’ administrative needs. The study indicates that, although services are generally satisfactory, there is room for improvement in ensuring that all staff members are consistently trained in using the Plavon Dukcapil Application. Novelty: This research contributes to the existing literature by examining the interplay between digital applications and service quality in local governance, offering empirical insights into the effectiveness of the Dukcapil Plavon system. Implications: The study underscores the necessity for ongoing training and support for village officials to enhance service delivery further and ensure equitable access to population administration services for all residents. Highlights: Infrastructure: Adequate facilities support effective population administration services. Responsiveness: Timely information provided to residents about administrative processes. Empathy: Caring staff ensure equitable service delivery without discrimination. Keywords: Population Administration, Dukcapil Plavon, Service Quality, Qualitative Research, Local Governance

Digital Public Services in Indonesia Show High Satisfaction and Adaptation Challenges Remain

General background: Public service is an essential function of government, aimed at fulfilling citizen needs through the provision of goods, services, and administrative support in accordance with regulations. Effective public service requires continuous bureaucratic reforms. Specific background: Lemujut Village, in collaboration with the Population and Civil Registration Service of Sidoarjo Regency, introduced the Online Service (Plavon) application to improve population administration and civil registration services. However, the effectiveness of the Plavon application remains underexplored. Knowledge gap: There is limited research on the effectiveness of digital public service platforms like Plavon in rural Indonesian settings, particularly in terms of productivity, efficiency, satisfaction, and adaptability. Aims: This study aims to evaluate the effectiveness of the Plavon application in improving public service quality in Lemujut Village by analyzing five key elements: productivity, efficiency, satisfaction, adaptation, and development. Results: Findings indicate that productivity is high, with Plavon operators following procedures and maintaining public trust. However, efficiency is lacking, as some administrative processes fail to meet service time standards. Community satisfaction is notably high at 98.98%, but adaptation to digital services remains suboptimal due to inadequate socialization. Development efforts, such as coordinating via WhatsApp and establishing a call center, show significant progress. Novelty: This study provides a detailed evaluation of the Plavon application’s impact on village-level public services, highlighting the role of digitalization in improving service delivery while identifying challenges in community adaptation and efficiency. Implications: The findings suggest the need for enhanced socialization of digital services and continued development of digital infrastructure to ensure equitable access and efficiency in rural public services. Highlights: High public satisfaction, but service delays persist. Digital adaptation slow due to lack of community awareness. Effective coordination boosts service improvement efforts. Keywords: Public service, digital platform, Plavon, effectiveness, rural Indonesia