ANALYSIS OF PUBLIC SATISFACTION WITH PUBLIC SERVICES BASED ON THE PUBLIC SATISFACTION INDEX AT THE BUKIT TEMPAYAN VILLAGE OFFICE, BATU AJI DISTRICT, BATAM CITY

Abstract

This study aims to assess the services provided by the Bukit Tempayan Village Office in Batu Aji District, Batam City, as measured by the Public Satisfaction Index (IKM). The research is descriptive in nature, utilizing Public Satisfaction Index analysis. The study was conducted at the Bukit Tempayan Village Office, Batu Aji District, Batam City, from January to June 2024. The sampling technique used is non-probability sampling with the type of accidental sampling. Data collection methods include observation, documentation, and questionnaires. The validity test uses Pearson's Product Moment formula, and the reliability test uses Cronbach's Alpha formula. The results of the study indicate that the Public Satisfaction Index (IKM) for services at the Bukit Tempayan Village Office, Batu Aji District, Batam City, is 3.442 with a conversion score of 86.05. Therefore, the performance of public services falls into the category of good service quality. The results of the measurements based on 9 Public Satisfaction Index indicators are as follows:

(a) Service Requirements with IKM score of 76.42, categorized as Poor, (b) Service Procedures with IKM score of 94.40, categorized as Very Good, (c) Service Time: IKM score of 84.54, categorized as Good, (d) Service Fees with IKM score of 100, categorized as Very Good, (e) Service Products with IKM score of 80.76, categorized as Good, (f) Service Executor Competence with IKM score of 81.55, categorized as Good, (g) Service Executor Behavior with IKM score of 86.91, categorized as Good, (h) Handling of Complaints, Suggestions, and Feedback with IKM score of 77.60, categorized as Good, (i) Service Facilities and Infrastructure with IKM score of 93.06, categorized as Very Good.