MANAJEMEN PELAYANAN PUBLIK APARATUR TERHADAP PENINGKATAN KEPUASAN MASYARAKAT

Titien Agustina, Fanlia Prima Jaya, Nurhikmah Nurhikmah, Sulaiman Sulaiman, M. Rudiansyah, Abdul Wahab, Devi Rusvitawati, Syamsuddinnor Syamsuddinnor, Diana Diana, Arfie Yasrie, Muhammad Nurdin, Alfiannor Alfiannor, Nor Anisa, Firda Riezky Herryawan, Aristia Kamal, Zairin Afready, Maulana Maulana

Abstract


ABSTRACT

 

This study aims to determine the management of public services that have been carried out by the Banjarmasin City Government through a survey method conducted at 125 SKPD/Badan/Unit Pelayanan consisting of 34 SKPD/Badan/Unit pelayan/Perusahaan Daerah (regional companies) with a population. the city of Banjarmasin is 700,689. Through the Krejcie and Morgan Formulation, the final sample size was 781 respondents. The results of this study indicate that there are 17 SKPDs / service units up from the SKM B category to A. There are 16 SKPD/Badan/Unit Pelayanan up from the SKM C category to B. There are 67 SKPD/Badan/Unit Pelayanan down from the SKM A category to B. There are 53 SKPD/Badan/Unit Pelayanan decreased from SKM A category to C. There were 9 SKPD /service units down from SKM B category to C. There were 39 SKPD/Badan/Unit Pelayanan that did not experience a change in quality in the SKM A category, and 16 SKPD/Badan/Unit Pelayanan did not experience a change in quality in the SKM B category. There is 1 service unit that is new in 2019 by SKM, namely PD PAL. Overall, the service quality in the Very Good (A) category decreased 0.22% so that the average SKM value in 2019 was 83.16 with B (Good) quality.

 

Keyword: survey, community satisfaction, public service



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References


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