Analysis of Public Satisfaction with Public Services in Puhun Tembok Urban Village, Mandiangin Koto Salayan District

Abstract

This study, titled “Analysis of Public Satisfaction with Public Services in Puhun Tembok Urban Village, Mandiangin Koto Salayan District,” examines citizen satisfaction with local government services. The research is motivated by the crucial role of service quality in meeting community needs, alongside recurring complaints such as slow processes, limited access to information, and lack of professionalism. The objective is to identify service aspects requiring improvement to strengthen public trust and satisfaction. A descriptive qualitative method with a case study approach was used. Data were collected through observation, interviews with the village head, staff, community leaders, and service users, as well as documentation and literature review. The analysis applied interactive techniques of data reduction, presentation, and conclusion drawing. Findings show that satisfaction is moderate to high in areas such as staff appearance and friendliness, but weaknesses remain in cleanliness, facilities, punctuality, and information access. Using SERVQUAL, responsiveness and reliability were identified as the most urgent areas for improvement. The study concludes that service quality still requires enhancement in staff discipline, information clarity, and technology use. It recommends staff training, facility upgrades, and periodic community evaluation to support sustainable governance.