Efektivitas Pelayanan Prima Sebagai Upaya Peningkatan Kepuasan Masyarakat dan Kinerja Pegawai di Kelurahan Balas Klumprik

Abstract

This study aims to examine the efforts and effectiveness of excellent service delivery by the Balas Klumprik Sub-district Office in enhancing community satisfaction through the identification of service excellence, public satisfaction, and employee performance. A descriptive research method with a quantitative approach was used in this study. Data were collected through three methods: literature/documentation review, observation, and interviews. The interview sample consisted of fifteen community service recipients and seven service officers at the Balas Klumprik Sub-district Office. Informants were selected using purposive sampling techniques. The results show that the community receiving services from the Balas Klumprik Sub-district Office is highly satisfied with the services provided. Among the three variables studied, seventeen indicators served as the basis for analysis. The findings indicate that community satisfaction, when converted into an index, has increased year by year. This demonstrates that the implementation of excellent service efforts in the Balas Klumprik Sub-district has been effective in improving public satisfaction. However, improvements are still needed in areas such as technology utilization, queue management, and integration of complaint systems.