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All Journal Jurnal Administrasi Publik : Public Administration Journal
Tjahyo Rawinarno
Sekolah Tinggi Ilmu Administrasi (STIA) Banten
Social Sciences

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Evaluating Public Service Satisfaction Provincial Government of Banten Using IKM Tjahyo Rawinarno
Jurnal Administrasi Publik (Public Administration Journal) Vol. 16 No. 1 (2026): Jurnal Administrasi Publik (Public Administration Journal), June
Publisher : Universitas Medan Area

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31289/jap.v16i1.15299

Abstract

Research on public service quality based on the Public Satisfaction Index at the local government level still shows limitations in comparative analysis between service units, resulting in performance measurements not fully reflecting variations in service delivery effectiveness. This study aims to fill this gap by evaluating the performance of four regional government agencies providing direct services in Banten Province. Using quantitative methods through univariate analysis of the IKM scores per question and the cumulative index, as well as bivariate analysis to identify performance differences, the study found that the Investment and Licensing Office recorded the highest score (3.44; 86.00) with a quality category of B. Meanwhile, Banten Regional General Hospital (3.054; 75.36), Samsat (3.045; 76.13), and Malingping Hospital (3.003; 73.08) were in the quality category of C. These findings confirm theoretical arguments regarding the importance of procedural simplification, speed of service, and cost transparency as determinants of public satisfaction. Conceptually, this study strengthens the validity of the IKM as a cross-unit evaluative instrument in public service governance. Policy-wise, local governments need to accelerate procedural reforms to sustainably improve service quality.
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