Public Service Policy Study In Increasing Community Satisfaction

Abstract

The aim of this research is to find out and analyze the public's satisfaction with public services at the Probolinggo City Public Works and Spatial Planning Office. This type of research is descriptive qualitative, with research locations at the Department of Public Works, Spatial Planning, Housing and Residential Areas of Probolinggo City. The types of data used are primary and secondary. Primary data was carried out using interviews and observations and secondary data using literature and document studies. The data analysis technique uses the theory of Miles, Huberman, and Saldana (2014:31-33), namely Data Condensation, Data Display and Conclusion Drawing/Verifications. Research resultshows that the public policies implemented by the Department of Public Works, Spatial Planning, Housing and Settlement Areas have met the expectations and needs of the people of Probolinggo City. This is proven by survey data on 17 types of public services, the average value of the community satisfaction index of the Department of Public Works, Spatial Planning , Probolinggo City Housing and Residential Areas are in the Good category. Judging from the level of positive response given by the community to the value of the Accumulated Community Satisfaction Index by measuring various indicators/aspects of services that have been adapted toRegulation of the Minister for Administrative Reform and Bureaucratic Reform of the Republic of Indonesia. However, there are still several variables/indicators that need further improvement, namely Infrastructure and Service Procedures. This can be seen from the criticism and suggestions given by the community as service users. Therefore, department heads must be able to increase the effectiveness and supervision of all levels of employees in providing services to the community.