Measuring the impact of public service innovation on user satisfaction

Sri Syabanita Elida, Lilis Listiyawati, Desvira Zain, Agus Eko Tejo Sasongko and Ikrima Natasha Alun
Additional contact information
Sri Syabanita Elida: Department of Business Administration, Politeknik Negeri Pontianak, Indonesia
Lilis Listiyawati: Department of Business Administration, Politeknik Negeri Pontianak, Indonesia
Desvira Zain: Department of Business Administration, Politeknik Negeri Pontianak, Indonesia
Agus Eko Tejo Sasongko: Department of Business Administration, Politeknik Negeri Pontianak, Indonesia
Ikrima Natasha Alun: Department of Business Administration, Politeknik Negeri Pontianak, Indonesia

International Journal of Research in Business and Social Science (2147-4478), 2023, vol. 12, issue 2, 560-568

Abstract: The purpose of this study was to measure the Community Satisfaction Index on the Pontianak Drive Thru Land Service (PERDANA) and to analyze the results of the level of community satisfaction on the PERDANA at the Pontianak City Land Office. This research uses quantitative research methods. Data collection techniques using questionnaires and documentation studies. The data analysis technique used is descriptive analysis. The results of this study indicate that the Community Satisfaction Index with Pontianak Drive Thru Land Services at the Pontianak City Land Office has been implemented properly with a high variable criterion of 89. The highest index value is 94 on the cost/tariff indicator. The lowest index value of 75 is on the Completion Time indicator. With the innovations that have been issued by the Pontianak City Land Office, it proves that the PERDANA gives satisfaction to the community. The Pontianak City Land Office can improve service quality in terms of service completion time such as being able to add PERDANA implementing officers in terms of correcting files online so that files can be corrected accurately and quickly and can maintain exchange system solutions (applicants provide physical files and officers provide Deposit Orders (Surat Perintah Setor/SPS)) so that there are no file arrears caused by applicants who have made payments but did not deliver physical files, and can improve service quality in terms of facilities, namely minimizing server downtime by updating the PERDANA website to an application that can be uploaded. Key Words:Public Service, Community Satisfaction Survey, User Satisfaction, Drive Thru, PERDANA

Date: 2023
References: Add references at CitEc
Citations:

Downloads: (external link)
https://www.ssbfnet.com/ojs/index.php/ijrbs/article/view/2356/1743 (application/pdf)
https://doi.org/10.20525/ijrbs.v12i2.2356 (text/html)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:rbs:ijbrss:v:12:y:2023:i:2:p:560-568

Access Statistics for this article

International Journal of Research in Business and Social Science (2147-4478) is currently edited by Prof.Dr.Umit Hacioglu

More articles in International Journal of Research in Business and Social Science (2147-4478) from Center for the Strategic Studies in Business and Finance Editorial Office,Baris Mah. Enver Adakan Cd. No: 5/8, Beylikduzu, Istanbul, Turkey. Contact information at EDIRC.
Bibliographic data for series maintained by Umit Hacioglu ().