ANALISIS KEPUASAN MASYARAKAT TERHADAP PELAYANAN PEMERINTAH DESA NGERU KECAMATAN MOYO HILIR KABUPATEN SUMBAWA

Abstract

The provision of public services by government officials across various service sectors, particularly those concerning civil matters and the basic needs of society, remains unsatisfactory. Therefore, this study aims to measure the level of public satisfaction with the performance of the Ngeru Village Government, identify the factors that influence it, analyze differences in satisfaction levels, and formulate strategies to improve the quality of public services. The study uses a quantitative approach with a survey method involving 94 respondents selected through random sampling. Data analysis was conducted using the Community Satisfaction Index (IKM), Gap Analysis, and multiple linear regression. The results show that the overall level of public satisfaction falls into the Good category, with an IKM score of 73.79. The Service Outcome aspect (IKM 78.75) and Service Quality (IKM 78.67) are the main strengths, while Community Participation (IKM 62.88) and Transparency (IKM 69.13) are the weaknesses that require priority improvement. The dominant factors influencing public satisfaction, in descending order, are Service Outcomes (0.334), Service Quality (0.318), Service Procedures (0.281), Transparency (0.205), and Public Participation (0.162). These findings indicate that the public continues to prioritize tangible outcomes and direct interactions over procedural aspects of governance. The regression analysis also indicates that all aspects of service delivery have positive and significant effects on public satisfaction (R² = 0.707), with Service Outcomes (? = 0.334) emerging as the most dominant factor. Meanwhile, the improvement strategies that should be implemented include strengthening budget transparency, revitalizing village development planning forums, and optimizing public complaint channels.