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Mashuri Mashuri
Universitas Negeri Malang
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Journal : Public Service And Governance Journal

 1 
Evaluasi Pelayanan Administrasi Kecamatan Mojoroto Kota Berdasarkan Indeks Kepuasan Masyarakat 2024 Dyah Ayu Rahmawati; Djoko Susanto; Mashuri Mashuri
Public Service and Governance Journal Vol. 6 No. 2 (2025): Juli: Public Service and Governance Journal
Publisher : Universitas 17 Agustus 1945 Semarang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56444/psgj.v6i2.2974

Abstract

This study aims to evaluate the performance of administrative services in Mojoroto District, Kediri City based on the 2024 Public Satisfaction Index (IKM) Survey. Based on the survey results, all performance indicators showed very good results, with an aggregate IKM score reaching 93.12. The assessment of service quality includes employee competence, infrastructure, and service innovations such as online systems and mobile services. In addition, the timeliness of administrative processing, service effectiveness, and employee independence and work commitment were also recorded as optimal. The public gave a positive assessment of administrative services, exceeding their expectations according to the Expectancy Disconfirmation Theory (Oliver, 1980). However, there are obstacles such as disruptions to the information system, fluctuations in requests, and lack of document readiness from the public. This study contributes to improving the quality of public services, with recommendations for strengthening the IT system, managing fluctuations in requests, and increasing public awareness of the required documents. These findings are expected to be a model for effective and responsive public administration services for other sub-districts in Kediri City.
Co-Authors Abdul Latif Abidin, Z Agung Prabowo Agus Sugandha Agustini Tripena Ahmad Nawawi Alfi Yasmina Andri Darmawan Asiyawati Asiyawati Asri Yullasnyah Bambang Bambang Sampurno Bambang Setiawan Bintoro anang subagyo Dea Sri Utari Desyandri Desyandri Deti Iryani Djoko Susanto Dyah Ayu Rahmawati Eko Suhartono Eko Suhartono Eliwarti Eliwarti Ema Julpia Aenun Endah Rumentah Eny Haryati Faizah Putri Fathorrahman Fathorrahman Febriyenti Maulydya Ferry Amanza Ferry Armanza Fitria Amalia Fujiati Fujiati Guswanto, Bambang Hendriya Hanna Dwi Aprilia Husna Hariadi Yuseran Helma Febrianti Hendro Nurhadi Heru Sukamto Ika Silviana Widianti Imam Rohadi Indah Tri Purwanti Irawan Fahrudin Mz Irawan Fakhrudin Mahalizikri Iswandi Iswandi Iwan Aflanie Jamiluddin, Jamiluddin Karo Karo Gabriel Pranata Kezia Natania Budiharjo Kiki Candri Kristin Lecintiva Agustina Laksita Aji Safitri Linda Silvia Lisda Hayatie, Lisda M.Ashsubli Maria Yosephine Himawan Mawardin M. Said Miskar Maini Mochamad Zainuri Moh. Hasyim As'ari Moh. Hasyim As'ari Muhammad Alfarizi Muhammad Budiyanto Muhammad Israf Setiawan Muhammad Syaiful Hakim MUHAMMAD YUSUF Muhd. Arief Al Husaini Nabila Rahman Nadia Salma Nazwa Assyfa Noor Muthmainah Nurhaswinda Rina Reorita Rokhmaniyah Rokhmaniyah, Rokhmaniyah Sehah Sehah Siti Mariam Soma Gustianda Sri Djuniati Sri Rahmany Sri Yani Purwaningsih Suasmoro Suasmoro Sumarjan Sumarjan Suroto suroto Susilawati Susilawati Syamsul Arifin Wahyu Hidayat Widyawati Widyawati Zaenal Abidin Zulfah Zulfah