Community Satisfaction Index for Evaluating Public Service Quality in Bekasi Regency
DOI:
https://doi.org/10.38035/dijms.v7i6.7042Keywords:
Community Satisfaction Index, Public Service Quality, Community Satisfaction Survey, SERVQUAL, Local GovernmentAbstract
Public service quality is an important indicator of government performance in delivering accountable and citizen-oriented services. This study aims to evaluate public service quality through the Community Satisfaction Index (CSI) at the Department of Water Resources, Highways, and Construction of Bekasi Regency and to identify service aspects requiring improvement. The study employed a quantitative descriptive approach supported by qualitative analysis. Data were collected through the Community Satisfaction Survey using a structured questionnaire based on the national survey guidelines and the SERVQUAL framework. The data were analyzed using descriptive statistical techniques by calculating weighted mean scores and converting them into the Community Satisfaction Index. The findings show that the institution achieved a Community Satisfaction Index score of 86.15, indicating good service quality. High satisfaction was observed in service requirements, complaint handling, and staff competence, whereas service facilities, completion time, and service costs received relatively lower evaluations. These findings suggest that continuous service evaluation can support evidence-based decision-making and contribute to improving public service quality and strengthening public trust
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