Analisis Kualitas Pelayanan Publik Terhadap Kepuasan Masyarakat Pada Kantor Kecamatan

Abstract

This study aims to analyze the quality of public services and the level of community satisfaction, as well as to explain the influence of public service quality on community satisfaction at the District Office. This research employs a qualitative approach with a descriptive method. Data were collected through in-depth interviews, observations, and documentation involving district office officials and service users. Data analysis was conducted using an interactive model consisting of data reduction, data display, and conclusion drawing. The results indicate that the quality of public services at the District Office is generally considered fairly good, but not yet fully optimal, particularly in terms of responsiveness, staff empathy, and clarity of service information. The level of community satisfaction falls into the moderately satisfied category, which is influenced by both service outcomes and service processes. This study also finds that the quality of public services has a significant influence on community satisfaction. Improving service quality, especially in terms of human resources and service processes, is a key factor in enhancing community satisfaction at the District Office.