Analysis of Community Satisfaction Through Administrative Services

Isgunandar Isgunandar; Asriana Asriana; Nasaruddin H; Suprianto Suprianto

doi:10.26858/pjoem.v2i2.53522

Analysis of Community Satisfaction Through Administrative Services

Isgunandar Isgunandar^(1*), Asriana Asriana⁽²⁾, Nasaruddin H⁽³⁾, Suprianto Suprianto⁽⁴⁾,

(1) Universitas Negeri Makassar
(2) Universitas Negeri Makassar
(3) Universitas Negeri Makassar
(4) Institut Teknologi dan Bisnis Maritim Balik Diwa
(*) Corresponding Author

DOI: https://doi.org/10.26858/pjoem.v2i2.53522

Abstract

Service quality is a condition where a dynamic relationship is created between users and service providers. This research aims to determine the views or perceptions of the community in receiving administrative services at the Pattaneteang Village Office, Dusun Bungeng, Bantaeng Regency. Using descriptive qualitative research with the type of field research. Researchers use data collection techniques through observation, interviews, and documentation. Primary data used includes the Village, Village staff, and the community. Meanwhile, secondary data is data sourced from the Village Office which is related to the research. The research results found that the benchmark indicators for satisfaction are simplicity, certainty of time, completeness of facilities and infrastructure, then access and discipline. The influencing factors are supporting factors with the existence of guidelines for implementing administration, as well as being supported by data-based village development innovations and digital maps which make it easier for village officials to publish village books. Meanwhile, the inhibiting factors are limited facilities and infrastructure and low public awareness of the importance of completing personal identity documents. This research can be used as a reference for knowledge, and understanding, and also a benchmark in knowing the community's views on receiving administrative services in Pattaneteang Village. The service process at the Pattaneteang Village office applies a digitalization system. Of course, this is unique considering that the label "DESA" has become a polemic when discussing technology. Services with this system are continuously developed from year to year by Village officials to ensure community satisfaction is a priority

Keywords

Community Satisfaction, Administrative Services

Full Text:

PDF

References

Adiputra, M. H., Insan, K., Agil, M., & Murdiana, M. M. (2021). Village Government Capacity in Increasing Village Original Income through Tourism Potential in Bua Village, Tellulimpoe District. Jurnal Office, 7(2), 233–238.

Ahsan, S. C., Niswaty, R., & Dhahri, I. (2021). Modification of District Integrated Administrative Services (PATEN) and Super Service Delivery Models at Polewali Mandar. Iapa Proceedings Conference, 78–97.

Arhas, S. H., Niswaty, R., Suprianto, S., & Jamaluddin, J. (2021). Public Service Standards in the City’s Labor Department Makassar City. Jurnal Natapraja: Kajian Ilmu Administrasi Negara, 9(2).

Ayu, A., Niswaty, R., Darwis, M., & Arhas, S. H. (2019). Applying the Principles of Good Governance in the Efforts of Guiding Out-of-School Children at Social Service Offices Takalar Regency. Jurnal Office: Jurnal Pemikiran Ilmiah Dan Pendidikan Administrasi Perkantoran, 5(2), 51–58.

Baharuddin, A. (2019). Overview of Public Services at the One-Stop Investment and Integrated Service Office of South Sulawesi. Jurnal Administrare: Jurnal Pemikiran Ilmiah Dan Pendidikan Administrasi Perkantoran, 6(2), 131–136.

Daraba, D., Guntur, M., Kartini, F., & Salam, R. (2018). The Impact of Village Expansion Policy on Public Service Aspects at Sadar Village Bone-Bone District of North Luwu Regency.

Darwis, M., Arhas, S. H., & Nasrullah, M. (2021). Online Learning Based on the Borneo E-Learning Application (A Study of Student Satisfaction Analysis in the Use of the BEL Application at the Universitas Borneo Tarakan). International Joined Conference on Social Science (ICSS 2021), 576–581.

Denhardt, J. V. (2004). The New Public Service: Serving, Not Steering. International Review of Public Aministration, 8(1).

Jamaluddin, J., Mukhlis, S., Syahril, S., & Sutra, S. (2021). Implementation of the Agricultural-Based Independent Village Program in Biroro Village, East Sinjai District, Sinjai Regency. Jurnal Office, 7(2), 255–262.

Law Number 6 of 2014 1 Concerning Villages, Undang-Undang Nomor 6 Tahun 2014 Tentang Desa (2014).

Miles, M., & Huberman, A. (2014). Miles and Huberman. In Qualitative Data Analysis: An expanded sourcebook.

Mukti, N. M., Akib, H., Saleh, S., Niswaty, R., & Baharuddin, A. (2020). The Effect of Quality of Service on Customer Satisfaction on PT. PLN (Persero) Rayon Soppeng Regency. Pinisi Business Administration Review, 4(1), 7–12.

Mustafa, D., Ahsan, S. C., Aris, M., Niswaty, R., & Arhas, S. H. (2022). Service Quality and Performance of Academic Administration Employees on Student Satisfaction. Sosiohumaniora, 24(3).

Nahiruddin, N. (2022). Web-Based Village Administration Service Model in Tanete Village, Simbang District, Maros Regency. Jurnal Office, 8(1), 19–26.

Niswaty, R., Darwis, M., Dhahri, I., & Nasaruddin, H. (2021). Information and Communication Technology Hassles within Village-owned Enterprises of Bontomanai Gowa. IOP Conference Series: Materials Science and Engineering, 1125(1), 12040.

Niswaty, R., Hidayat, A., & Akib, H. (2022). The Effect of Administrative Performance on Service Quality at SMA Negeri 2 Parepare. Pinisi Journal of Education and Management, 1(1), 21–26.

Niswaty, R., Nasrullah, M., & N. (2019). Prosiding Seminar Nasional Lembaga Penelitian Universitas Negeri Makassar “Diseminasi Hasil Penelitian Melalui Optimalisasi Sinta Dan Hak Kekayaan Intelektual” 97 Pelayanan Publik Dasar Bidang Pendidikan Tentang Sarana Dan Prasana Di Kecamatan Pulau Sembi. Prosiding Seminar Nasional Lembaga Penelitian Universitas Negeri Makassar, 1(1).

Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41–50.

Park, E.-J., Yoo, H.-J., & Song, G.-S. (2011). A Study of Perceptual Difference about Service Quality between Service Providers and Users-Focused on the Administrative Services of University. Journal of the Korean Society for Quality Management, 39(1), 78–89.

Raden Wijaya, R. A. (2004). Efektivitas pelayanan publik dalam meningkatkan indeks kepuasan masyarakat di kecamatan jatinangor kabupaten sumedang provinsi jawa barat. 465–477.

Rahman, N., Hurriyah, N. F., Niswaty, R., & Arhas, S. H. (2022). Strategy to Improve Administrative Services AT THE Office of Religious Affairs, North Galesong District, Takalar Indonesia. International Journal of Social Science, 1(5), 681–686.

Sakawati, H., Ahmira, A., & Widyawati, W. (2022). Responsiveness, Responsibility and Accountability in Clean Water Services at Regional Public Water Supply Utility Makassar City. Jurnal Office, 8(1), 75–88.

Stevenson, D. (2007). Privatization of State Administrative Services. La. L. Rev., 68, 1285.

Sukmadinata, N. S. (2011). Metode Penelitian Pendidikan. Remaja Rosdakarya.

Sultan, S., Nawawi, J., Kahar, F., & Akib, H. (2014). Bureaucracy Responsiveness Factor Determinants Of Public Service Door On Licensing Office Parepare. International Journal of Academic Research, 6(3).

Yusriadi, Y., & Farida, U. (2019). Bureaucracy Performance in Public Services in Indonesia. Jurnal Ad’ministrare, 6(1), 17–24.

Article Metrics

Abstract view : 112 times | PDF view : 21 times

Refbacks

There are currently no refbacks.

This work is licensed under a Creative Commons Attribution 4.0 International License.

This is a website that publishes an open-access article distributed under Licensed Creative Commons License the terms of the Creative Commons Attribution 4.0 International License.

Username
Password
Remember me