The quality of public services to the level of satisfaction

  • Mustamin Mustamin Muhammadiyah University of Mataram, Mataram, Indonesia
  • Siti Atika Rahmi Muhammadiyah University of Mataram, Mataram, Indonesia
Keywords: alas district office, assurance, community satisfaction, public service quality, responsiveness

Abstract

This research has been carried out in the Alas District Office, Sumbawa Regency aims to determine the quality of public services to the level of community satisfaction, supporting factors, and obstacles to public services at the Alas District Office. The research method used, among others, is to determine a sample of 60 respondents (20.00%) from approximately 300 people who received public services in the last 1 year (2019) at the Alas District Office, with data collection instruments using a questionnaire and to complete the data also uses interviews. Meanwhile, the data analysis technique used descriptive statistics, namely in addition to the quantitative analysis of line percentages from the questionnaire results, also using qualitative analysis for the data from the interview results. The results of the research achieved are related to the level of community satisfaction from each variable, namely the Tangible Variable, the quality of public services to the level of community satisfaction in the Alas District Office reaching 68.33% feeling satisfied and very satisfied, then for the Reliability variable reaching 70.00% feeling satisfied and very satisfied, the Responsiveness variable reached 75.00% felt satisfied and very satisfied, the Assurance variable reached 80.00% felt satisfied.

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Published
2020-09-12
How to Cite
Mustamin, M., & Rahmi, S. A. (2020). The quality of public services to the level of satisfaction. International Journal of Social Sciences and Humanities, 4(3), 29-39. https://doi.org/10.29332/ijssh.v4n3.446
Section
Research Articles