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Ardiyansah Ardiyansah
Public Administration, State University of Surabaya

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Community Satisfaction Level toward Public Services at the Population and Civil Registration Office of Central Lombok Regency in 2025: Analysis of the Community Satisfaction Index and Improvement Recommendations Agus Agus; Ardiyansah Ardiyansah
Journal of Public Policy, Governance and Local Government Vol. 1 No. 1 (2026): February
Publisher : Master of Public Administration FISIPOL Universitas Negeri Surabaya

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Abstract

This study aims to analyze the level of community satisfaction with public services at the Population and Civil Registration Office of Central Lombok Regency by measuring the Community Satisfaction Index (CSI) based on 14 service indicators. The study employs a quantitative approach using a survey method involving 400 respondents in 2025, with data analyzed through perception score processing. The theoretical framework is grounded in customer satisfaction theory and public service quality theory. The results indicate that the average CSI score is 3.34 with a converted value of 83.46, which falls into the “good” category (grade B). Overall, the quality of services is perceived as satisfactory. The highest scores are found in the indicators of service cost fairness and cost certainty, each achieving a perfect score of 4.00 (converted value 100.00), categorized as “very good,” reflecting high transparency and accountability in service costs. However, the lowest scores are observed in the indicators of service requirements (3.04; converted value 76.00) and service schedule certainty (2.92; converted value 73.00), both categorized as “poor.” These findings indicate that the public still faces challenges related to unclear requirements and inconsistent service schedules. Meanwhile, indicators related to staff performance and service environment are generally rated as good. This study concludes that the public service quality at the Population and Civil Registration Office of Central Lombok Regency is generally in the good category, with strong performance in cost transparency. To further improve service quality, it is recommended to simplify service requirements, enhance schedule certainty through accurate information systems, and optimize service digitalization alongside capacity building for service personnel.
The Effect of Facilities and Infrastructure Quality on Student Satisfaction at Faculty of Social and Political Sciences, State University of Surabaya Zahra Prima Putri Regina; Azzahra Anindya Krisna Putri; Devi Artika Sari; Irma Oktavia Sari; Maghfiroh Hefril Gatmalia; Tauran Tauran; Ardiyansah Ardiyansah
Journal of Public Policy, Governance and Local Government Vol. 1 No. 2 (2026): May
Publisher : Master of Public Administration FISIPOL Universitas Negeri Surabaya

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This study examines the effect of educational facilities and infrastructure quality on student satisfaction at the Faculty of Social and Political Sciences, State University of Surabaya, recognizing that physical learning environments are essential components in supporting effective higher education services. The research employs a quantitative approach with an explanatory survey design to analyze the causal relationship between facility quality and student satisfaction. The sample consisted of 125 respondents selected through proportional random sampling from a population of 4,060 undergraduate students from the 2024 and 2025 cohorts. Data were collected using a structured questionnaire developed based on the five dimensions of the SERVQUAL model: tangibles, reliability, responsiveness, assurance, and empathy. Statistical analysis was conducted using simple linear regression with SPSS version 25. The findings indicate that the overall quality of educational facilities and infrastructure is categorized as good, although several aspects, including parking areas, student discussion spaces, and facility maintenance, require substantial improvement. Student satisfaction is categorized as moderately high, reflecting that existing facilities generally meet students’ expectations and academic needs. The regression analysis produced the equation Y = 5.020 + 0.278X, with a t-value of 11.421 and a significance level of 0.001, confirming a positive and statistically significant relationship between facility quality and student satisfaction. The coefficient of determination (R² = 0.515) indicates that 51.5 percent of student satisfaction is influenced by facility quality. The study emphasizes the importance of continuous infrastructure improvement and responsive campus management to enhance student satisfaction and institutional reputation.
Co-Authors Agus Agus Azzahra Anindya Krisna Putri Devi Artika Sari Irma Oktavia Sari Maghfiroh Hefril Gatmalia Tauran Tauran Zahra Prima Putri Regina