Public Satisfaction Measurement Model in Government Services: A Multidimensional Approach and Practical Implementation

Januar Eko Aryansah, Riza Adelia Suryani, Rahmat Rafinzar, Rizky Ghoffar Ismail

Abstract


Public satisfaction is an important indicator in assessing the effectiveness of government services, especially in the current era of digital and transparency. However, comprehensive measurements of public satisfaction are often not well integrated across various service dimensions. This research aims to develop a public satisfaction measurement model based on a multidimensional approach, including aspects of service quality, transparency and community participation. The research method used is a quantitative survey with samples of people who receive public services in several government agencies. Data were analyzed using a multivariate statistical approach to explore the main dimensions of public satisfaction. The research results show that factors such as interaction quality, service accessibility, and government accountability significantly influence the level of public satisfaction. In conclusion, the proposed model is able to provide a deeper understanding of the key elements in increasing public satisfaction with government services. As a suggestion, the government is advised to apply this model more widely in evaluating public services in order to continuously improve service quality and increase public trust.


Keywords


Public Satisfaction; Government Services; Multidimensional Approach; Service Quality; Accountability

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References


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DOI: https://doi.org/10.12928/sylection.v4i1.18698

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