Level of Public Satisfaction with the Services of the Mataram City Regional Financial Agency in 2021
Abstract
The Regional Financial Board of the City of Mataram carries out its duties to serve the public interest directly or indirectly, including in the internal section and even covering several aspects, especially the taxpayer. The results of the assessment carried out become very important evaluation material in improving the quality of excellent and synergized services. The existing strengths in the strategy are expected to encourage increased employee performance to realize outcomes that are able to provide satisfaction to all stakeholders. The method used in this community satisfaction survey uses a quantitative approach. Data collection used a closed questionnaire with a Likert scale measurement. The results of the analysis of the community satisfaction index assessment at the Regional Finance Board include a sample of 477 respondents with an IKM score in 2021 of 77.90. The IKM Conversion Interval Value is 77.95, even from the Values: perception, interval, Conversion interval, service quality, and Service Unit Performance states that the performance of the Mataram City Regional Financial Agency in 2021 is in the "Good" category. can continuously improve and provide quality services and of course, be able to satisfy in various aspects.
References
Bitner, Zeithaml. 2003. Reassessment of Expectations As A Comparison Standard
In Measuring Service Quality: Implication For Further Research. Journal
Of Marketing. Vol. 58. Pp. 111-124
Hansemark, Albinsson, 2004 "Customer satisfaction and retention: the
experiences of individual employees", Managing Service Quality: An
International Journal, Vol. 14 Iss: 1, pp.40 – 57
Hu, Q., Zhang, L., Zhang, W., & Zhang, S. 2020. Empirical Study on the Evaluation Model of Public Satisfaction with Local Government Budget Transparency: A Case from China. SAGE Open, Vol. 10 Issue 2. 1–15.
Presidential Instruction of the Republic of Indonesia Number 1 of 1995 concerning Improvement and Improvement of the Quality of Apparatus Services to the Community.
Kotler and Keller, 2007. Marketing Management, Edition 12, Volume 1, PT. Index
Jakarta.
Lanin, D., & Hermanto, N. (2019). The Effect of Service Quality Toward Public Satisfaction and Public Trust on Local Government in Indonesia. International Journal of Social Economics, Vol. 46 Issue 3, 377–392
Nasution, F.R., and Abdul M., 2015. Evaluation of Employee Performance in Motor Vehicle Name Return Duty Service at the Samsat UPT Pangkalan Brandan Office, Journal of Public Administration, Medan Area University. Vol. 3 No. 1: 1-7
Pasolong, Harbani.2007. Theory of Public Administration, Bandung: Alfabeta.
Regulation of the Minister of State Apparatus Empowerment and Bureaucratic Reform Number: 14 of 2017 concerning Guidelines for Public Satisfaction Surveys of Public Service Providers.
Satapathy, S., Mahapatra, S.S., Patel, S.K., Biswas, A. and Mishra, P. D. 2014, "Service satisfaction in E_Electricity service in Odisha (a state of India) by structural equation modeling", Benchmarking: An International Journal, Vol. 21 No. 4, pp. 634-650.
Siregar, Doni Edwin. 2015. Evaluation of the Level of Community Satisfaction with the Construction of Environmental Roads in Dwikora Village, Medan Helvetia District, Medan City in 2012. Journal of Public Administration Vol. 3 No. 1. Thing. 20-35
Tjiptono, Fandy and Anastasia Diana. (2003). Total Quality Management. Edition
Revision. Yogyakarta: Andi Offset.
Umar, Hussein. 1997. Business Feasibility Study. Third Edition. Gramedia Pustaka Utama: Jakarta.
Law Number 25 of 2009 concerning Public Services.
Van Ryzin, G. G. 2004. Expectations, performance, and citizen satisfaction with urban services. Journal of Policy Analysis and Management, Vol. 23 Issue 3: 433-448.
_____. 2006. Pieces of a Puzzle: Linking Government Performance, Citizen Satisfaction, and Trust. Journal of Policy Analysis and Management, Vol. 30 Issue 4: 521-535.
Wu, C., Shi, Z., Wilkes, R., Wu, J., Gong, Z., He, N., Xiao, Z., Zhang, X., Lai, W., Zhou, D., Zhao, F., Yin, X., Xiong, P., Zhou, H., Chu, Q., Cao, L., Tian, R., Tan, Y., Yang, L., Nicola Giordano, G. (2021). Chinese Citizen Satisfaction with Government Performance During COVID-19. Journal of Contemporary China, Vol. 30 Issue 132, 930–944.
Copyright (c) 2023 Ida Wayan Demung
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
