Analisis Kepuasan Masyarakat Dalam Pelayanan Publik Di Kantor Camat Bengkalis Kabupaten Bengkalis

Roza, Fakhrul (2022) Analisis Kepuasan Masyarakat Dalam Pelayanan Publik Di Kantor Camat Bengkalis Kabupaten Bengkalis. Masters thesis, Universitas Islam Riau.

Text 177121041.pdf - Submitted Version Download (9MB)

Abstract

The success of service delivery is determined by the level of satisfaction of service recipients. Service recipient satisfaction is achieved when service recipients receive services in accordance with what is needed and expected. Therefore, the service must periodically conduct a community satisfaction index survey. Every public service delivery must have service standards and be published as a guarantee of certainty for service recipients. The main goal of public service is community satisfaction. This satisfaction can be realized if the services provided are in accordance with the service standards set or better than the service standards. The problem that some people still complain about is service time. The processing time for services to the community of about two weeks is considered too long for the community, even though the length of the service is in accordance with the provisions on the standard time for public services stipulated in Law No. 25 of 2009 concerning public services. The purpose of this research is to know and analyze community satisfaction in public services in Bengkalis District, Bengkalis Regency. The type of research is descriptive qualitative. The number of research informants was 13 people with the Camat as the key informant. Data collection techniques with interviews and data analysis in this study used data analysis techniques on the site developed by Miles Huberman. The results of the study revealed that the Analysis of Community Satisfaction in Public Services at the Bengkalis District Office of Bengkalis Regency based on indicators of core products or services, support service systems, technical performance, interaction elements and emotional elements can be categorized as unsatisfied. This is based on the results of research with community informants who perform public services at the Bengkalis Sub-District Office which states the attitude of employees in providing services to the community. The community also considers the low ability of employees to carry out their duties because employees do not fully understand their duties and there are still questions here and there in providing services to the community.

Actions (login required)

View Item