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Shelvi Chairunnisak
Univeritas Islam Negeri Sunan Ampel Surabaya, Indonesia
Education

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STRATEGI PELAYANAN PUBLIK DALAM MENINGKATKAN KEPUASAN MASYARAKAT DI DINAS PENDIDIKAN PROVINSI JAWA TIMUR Shelvi Chairunnisak; Muhammad Nuril Huda; Hanun Asrohah; Anindya Palmitraazzah
Jurnal Manajemen Pendidikan Vol. 11 No. 5 (2026): Regular Issue (In Progress)
Publisher : STKIP Pesisir Selatan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.34125/jmp.v11i5.2498

Abstract

Objective: This study aims to analyze the public service strategy implemented by the East Java Provincial Education Office to improve public satisfaction with education services. This study employs a descriptive qualitative approach with a case study method. Data were collected through observation, semi-structured interviews, and documentation (service regulations, SOPs, and the third-quarter 2025 Community Satisfaction Survey report), then analyzed with the Miles and Huberman interactive model: data condensation, data display, and conclusion drawing and verification. The findings show that the service strategy, comprising a digital platform, information technology integration, and service standards, contributes to improved service effectiveness, transparency, and accessibility. This is evidenced by a Community Satisfaction Index (IKM) score of 88.52, rated “Very Good.” Complaint handling and service affordability received good ratings, whereas service speed and procedural simplicity still need improvement. The novelty lies in analyzing the relationship between service digitalization, procedural standardization, and public satisfaction at the East Java Provincial Education Office.
Co-Authors Anindya Palmitraazzah Hanun Asrohah Muhammad Nuril Huda