ANALYSIS OF COMMUNITY SATISFACTION LEVELS WITH PUBLIC SERVICES BASED ON THE COMMUNITY SATISFACTION INDEX AT THE KARANG BEROMBAK URBAN VILLAGE OFFICE, WEST MEDAN SUBDISTRICT

Abstract

Public service is a crucial aspect in realizing good governance. This study aims to analyze the level of public satisfaction with public services at the Karang Berombak Urban Village Office, West Medan Subdistrict, based on the Public Satisfaction Index (IKM) in accordance with PANRB Regulation No. 14 of 2017. This study used a descriptive quantitative approach with data collection using a questionnaire. A total of 100 respondents were selected using a purposive sampling technique. The results indicate that public services at the Karang Berombak Village Office are categorized as "Good" with an IKM conversion score of 80.58. The service elements with the highest scores were indicators of completion time, implementer behavior, and complaint handling. Meanwhile, the service elements with the lowest scores were indicators of facilities and infrastructure, and service costs/tariffs. This study recommends that the village office improve the quality of supporting facilities and the transparency of service cost information to increase public satisfaction. These findings are expected to serve as a basis for evaluating improvements in the quality of public services at the village level.