Indonesian Journal of Public Policy Review
Vol 23 (2023): July
Public Policy

Exploring Public Satisfaction in Rural Public Services: 2022 Case Study
Penelusuran Kepuasan Masyarakat pada Layanan Publik Pedesaan: Studi Kasus Tahun 2022


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  • Famela Octa Viola,
  • Hendra Sukmana
Famela Octa Viola
Universitas Muhammadiyah Sidoarjo, Indonesia
Hendra Sukmana
Universitas Muhammadiyah Sidoarjo, Indonesia
Picture in here are illustration from public domain image or provided by the author, as part of their works
DOI: https://doi.org/10.21070/ijppr.v23i0.1319
Published December 1, 2023
Keywords
  • Public Satisfaction,
  • Service Quality,
  • Rural Governance,
  • Citizen Feedback,
  • Administrative Performance
How to Cite
Viola, F. O., & Sukmana, H. (2023). Exploring Public Satisfaction in Rural Public Services: 2022 Case Study. Indonesian Journal of Public Policy Review, 23, 10.21070/ijppr.v23i0.1319. https://doi.org/10.21070/ijppr.v23i0.1319

Copyright (c) 2023 Famela Octa Viola, Hendra Sukmana

Creative Commons License

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

Abstract

This study investigates public satisfaction with service provision in Desa Larangan, Kecamatan Candi, Kabupaten Sidoarjo, focusing on nine key elements outlined in the Ministry of Administrative and Bureaucratic Reform's guidelines. Evaluating citizen satisfaction in areas ranging from requirements to infrastructure, the research surveys Organisasi Perangkat Daerah (OPD) and the Village Government as service recipients. Findings reveal an overall favorable assessment, showcasing a commendable service quality and performance with a Satisfaction Index of 79.02. Notably, infrastructure facilities garnered the highest average score (3.28), while requirements scored the lowest (3.02). This study highlights the positive quality of rural public service provision and underscores areas for potential enhancement, serving as a benchmark for governance optimization.

Highlights:

  • Comprehensive Assessment: Evaluated nine dimensions of service satisfaction.
  • Favorable Findings: Overall positive performance with notable room for improvement.
  • Governance Benchmark: Offers insights for optimizing rural service delivery.

Keywords: Public Satisfaction, Service Quality, Rural Governance, Citizen Feedback, Administrative Performance

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