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All Journal Jurnal Industri Pariwisata Prosiding Konferensi Nasional PKM-CSR Jendela Akademika: Jurnal Pengabdian kepada Masyarakat Public Service And Governance Journal Jurnal Pengabdian Hukum Indonesia Jurnal Bina Desa Educational Psychology Journal Edumaspul: Jurnal Pendidikan
Dyah Ayu Rahmawati
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Religion Humanities Control & Systems Engineering Economics, Econometrics & Finance Education Environmental Science Law, Crime, Criminology & Criminal Justice Nursing Public Health Social Sciences Other

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Journal : Public Service And Governance Journal

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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 Adiyatma, Septhian Eka Ambarita Mumpuni Angella Muna Mawar Anggita Fathidhia Ivana Chamila Ahda Soraya Rahma Devi Ajeng Efrilianda Dewi Safitri Djoko Susanto Erika Noor Dianti Fatma Kusuma Mahanani, Fatma Kusuma Filea Suryaningtyas Firdaus, Aina Aulia Ida Ayu Putu Sri Widnyani Inge Widya Pangestika Juhansar Andi Latief Kikin Feby Alamsyah Lilis Kurniawati Malika Aulia Faradila Mashuri Mashuri Moh Iqbal Mabruri Muhammad Ersya Faraby Muhammad Fauzan Tawaqal Pradipta Christy Pratiwi Rahmawati Prihastuty Rofi Wahanisa Santi Rohmawati Satrio Sakti Nugroho Septhian Eka Adiyatma Sugiariyanti, Sugiariyanti Suryo Sudiro Tiatira Evangelista Tri Esti Budiningsih