INDEKS KEPUASAN MASYARAKAT PADA PELAYANAN KANTOR KECAMATAN DI SURAKARTA, INDONESIA

Abstract

This study aims to observe the index of public service satisfaction and to determine the factors that affect the level of community satisfaction in Surakarta District Office (SDO). The use of questionnaire, interview, and direct observation have been carried out for data collection. There were 150 respondents who have experience with the service of SDO. The variables are include the satisfaction of the public, tangible, reliability, responsiveness, assurance, and certainty, as well as empathy. The Ordinary Least Square (OLS) are performed to analyze the multiple linear regression. This study finds that the Community Satisfaction Index Service is well regarded by the people of Surakarta. It shows that five independent variables (i.e. tangible, reliability, responsiveness, assurance and certainty, as well as empathy) have a significant impact to satisfaction. People assess that the public service in Surakarta district had been good. However, the government is expected to improve the quality of public service in the the district Office since good service followed by the increase of community satisfaction.

Studi ini bertujuan untuk mengetahui bagaimana layanan Indeks Kepuasan Pelayanan Masyarakat dan untuk mengetahui faktor-faktor yang mempengaruhi tingkat kepuasan masyarakat di kantor Kota Surakarta. Pengumpulan data dilakukan melalui kuesioner, wawan­cara dan observasi langsung dengan jumlah 150 responden. Variabel yang diguna­kan dalam studi ini meliputi kepuasan masyarakat, nyata, reliabilitas, responsif, jaminan dan kepastian, serta empati. Metode Ordinary Least Square (OLS) digunakan untuk menganalisis regresi linier bergan­da. Hasil studi ini menunjukkan bahwa lima variabel independen, yaitu, nyata, reliabilitas, responsif, jaminan dan kepastian, serta empati berpengaruh signifi­kan terhadap variabel dependen adalah kepuasan. Masyarakat menilai bahwa pelayanan publik di jajaran Kota telah baik. Namun, pemerintah diharapkan dapat meningkatkan kualitas pelayanan publik di jajaran layanan kantor karena pelayanan yang baik diikuti dengan peningkatan kepuasan masyarakat.