Analisis Kualitas Pelayanan Dalam Perspektif Survei Kepuasan Masyarakat di Kelurahan Semolowaru Kota Surabaya

Vol 13 No 2 (2023): Jurnal Kebijakan dan Manajemen Publik

Abstract

The aim of the study was to analyze the quality of service at the Semolowaru Village Office, Surabaya City in the SKM perspective according to PermenPAN & RB No. 14 of 2017 which has 9 service elements, which uses a type of quantitative descriptive research and the type of data collection uses observation, questionnaires, and documentation, while the data analysis technique uses SKM calculations in accordance with PermenPAN & RB No. 14 of 2017. The research method uses qualitative methods. Data analysis in this study used quantitative methods to produce descriptive data to describe the actual situation, which did not use statistical calculations but by reading tables, graphs or figures. Research methods are research procedures and techniques

Based on the results of the analysis, it can be seen that service quality in the SKM perspective at the Semolowaru Village Office, Surabaya City, obtained an SKM conversion result of 78.03. The performance of the Semolowaru Village Office, Surabaya City, is in the service quality "B" with "Good" service performance, but 2 out of 9 elements get a bad score, including: Complaint Handling, Suggestions and Feedback get a score of 62.2675 and the Completion Time element gets a score of 75 ,4625. This happened because there was still a discrepancy between reality and expectations in the field which were stated by several applicants during interviews.