Service Quality of Public Service Malls: Study of Public Satisfaction Survey Analysis of Electronic Services

DOI

10.2991/978-2-38476-152-4_175How to use a DOI?

Keywords

Community Satisfaction Survey; Public Service Mall; Service Quality

Abstract

The presence of public services is to be able to achieve goals, namely, serving the rights of the general public and meeting the needs of the community for the necessary goods, services and administrative services. Therefore, it is the responsibility of the government to be able to create quality public service conditions for its people. One form of innovation in organizing public services is the concept of a public service mall. The purpose of this study was to analyze the public satisfaction survey at the public service mall in Bojonegoro Regency. The research method uses a qualitative descriptive method based on the Regulation of the Minister of Administrative Reform and Bureaucratic Reform of the Republic of Indonesia Number 14 of 2017 concerning Guidelines for Preparing Community Satisfaction Surveys. This research was conducted by distributing google form questionnaires using 9 indicators with a Likert Scale. The number of samples in the study were 400 people determined by the Slovin formula. The results showed that the level of satisfaction of the Bojonegoro Regency community towards the implementation of the public service mall received the predicate B or Good with a Conversion Interval Value of 80.08. Where from the results of the survey conducted among the 9 existing indicators, the indicator with the highest interval value is cost/tariff, while the indicator that gets the lowest interval value is facilities and infrastructure.

Copyright

© 2023 The Author(s)

Open Access

Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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TY  - CONF
AU  - Deby Febriyan Eprilianto
AU  - Trenda Aktiva Oktraiyanda
AU  - M. Noer Falaq Amin
AU  - Melda Fadiyah Hidayat
AU  - Yuyun Eka Kartika Sari
AU  - Nur Fadillah Sebti Sulistiana
PY  - 2023
DA  - 2023/12/19
TI  - Service Quality of Public Service Malls: Study of Public Satisfaction Survey Analysis of Electronic Services
BT  - Proceedings of the International Joint Conference on Arts and Humanities 2023 (IJCAH 2023)
PB  - Atlantis Press
SP  - 1736
EP  - 1745
SN  - 2352-5398
UR  - https://doi.org/10.2991/978-2-38476-152-4_175
DO  - 10.2991/978-2-38476-152-4_175
ID  - Eprilianto2023
ER  -