International Journal of Research and Innovation in Social Science (IJRISS) |Volume VI, Issue XI, November 2022|ISSN 2454-6186
Usman Effendi1*, Liza Triana2, Ryandi Ferdiannur Usman3, Farizal Justin Usman4, Erbata Sri Muliatini5
1, 2, 4University of Persada Indonesia YAI Jakarta, Indonesia
3University of Lambung Mangkurat, Banjarmasin, Indonesia
5Region VI Inspectorate of the Ministry of Law and Human Rights Republic Indonesia, Indonesia
*Corresponding Author
Abstract: This study aims to determine the relationship between perceived service quality and public organization satisfaction. The object of research is the Soekarno-Hatta and the City of Tangerang immigration office, because the work area is so wide and large enough that we can consider it representative as a public service organization. The method used is descriptive quantitative with a sample of 247 participants determined based on data collection techniques using accidental sampling, namely the technique of determining the sample of anyone who meets by chance. This research instrument uses two scales, namely community satisfaction and perceived service quality. The results of the study found that there was a meaningful relationship between perceptions of the quality of public services and community satisfaction at the Soekarno Hatta and the City of Tangerang Immigration Office. In the quality’s perception of public services, it turns out that the dimension of empathy really determines the creation of community satisfaction. The contribution of perceived quality of public services to public satisfaction is 2.1%, while 97.9% is determined by other variables outside the scope of this study. Thus, the better the quality of public services provided by the Soekarno Hatta and Tangerang City Immigration offices to passport applicants, the higher the satisfaction felt by the community.
Keywords: Community Satisfaction, Perceived Quality, Public Service
I. INTRODUCTION
Public services are service activities carried out by the government bureaucracy as an effort to fulfill public needs and implement the provisions of laws and regulations. In terms of public services carried out by government officials as service providers, government officials are required to be able to provide excellent service, this can give a positive perception to the public on the principles of good governance so that it becomes an effective government and in accordance with what is mandated by Law no. 25 of 2009.
Public service is one manifestation of the function of the state apparatus as a public servant. Based on the principle of service as stipulated in the Decree of the Minister of PAN Number: 63/KEP/M.PAN/7/2003 concerning General