Proceedings of the 2nd Annual International Conference on Business and Public Administration (AICoBPA 2019)

The Community Perception on the Public Service Quality at Kediri City, East Java, Indonesia

Authors
Andy Fefta Wijaya, Martina Purwaning Diah, Ali Maskur
Corresponding Author
Ali Maskur
Available Online 17 November 2020.
DOI
https://doi.org/10.2991/aebmr.k.201116.034How to use a DOI?
Keywords
public service quality, community satisfaction index, community preference
Abstract

Development of civilization, the advancement of information technology and the rapid of social change have encouraged the increasing of the public demand for the public service. The Local Government of Kediri City had been developing the branding of service city in order to trigger the Local Government Agency to improve the quality of public services. This study purposed to determine the community satisfaction index for services provided by Local Government of Kediri City in accordance with the indicators based on the Minister Decree of Empowerment of State Apparatus and Bureaucratic Reform Number 14 of 2017 about the Measurement Guidelines for Public Service. The research was conducted to see how the community’s perception on the quality of public services in the Kediri City and also to find out the people’s preferences for each element of public service quality index that provided by the Local Government Agencies at Kediri City. The study used the descriptive research with mixed method. The collection data used the questionnaire, interview, observation, and documentation. The samples are 10.890 respondents who had received the public service in 33 the local government agencies. The result showed that the community satisfaction index in 2019 got in 3,41 with the conversion index in 85,17. The preference of society can be seen in the element of costs that got the highest conversion index in 97,17. But in the infrastructure facilities got the lowest conversion index in 80,38. It showed that the improvement of facilities and infrastructure needs to be paid more attention by the Local Government of Kediri City in providing the excellent service to the community.

Copyright
© 2020, the Authors. Published by Atlantis Press.
Open Access
This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

Download article (PDF)

Volume Title
Proceedings of the 2nd Annual International Conference on Business and Public Administration (AICoBPA 2019)
Series
Advances in Economics, Business and Management Research
Publication Date
17 November 2020
ISBN
978-94-6239-275-5
ISSN
2352-5428
DOI
https://doi.org/10.2991/aebmr.k.201116.034How to use a DOI?
Copyright
© 2020, the Authors. Published by Atlantis Press.
Open Access
This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

Cite this article

TY  - CONF
AU  - Andy Fefta Wijaya
AU  - Martina Purwaning Diah
AU  - Ali Maskur
PY  - 2020
DA  - 2020/11/17
TI  - The Community Perception on the Public Service Quality at Kediri City, East Java, Indonesia
BT  - Proceedings of the 2nd Annual International Conference on Business and Public Administration (AICoBPA 2019)
PB  - Atlantis Press
SP  - 163
EP  - 169
SN  - 2352-5428
UR  - https://doi.org/10.2991/aebmr.k.201116.034
DO  - https://doi.org/10.2991/aebmr.k.201116.034
ID  - Wijaya2020
ER  -