Tuti Wediawati 

Bussiness Administration Department, Faculty of Social and Political Sciences, Mulawarman University, Samarinda, East Kalimantan, Indonesia  

Nesha Abigail Nabila 

Public Administration Department, Faculty of Social and Political Sciences, Mulawarman University, Samarinda, East Kalimantan, Indonesia 

Laura Evelyn Sinurat 

Public Administration Department, Faculty of Social and Political Sciences, Mulawarman University, Samarinda, East Kalimantan, Indonesia 

DOI: 

ABSTRACT 

In this study, researchers carried out a survey among the residents of Perupuk Village with the objective of evaluating community satisfaction with public services at the Perupuk Village Office, within the framework of good governance. This research uses qualitative method through interviews and a Likert-scale questionnaire. The data were collected from 30 respondents, all of whom were residents who had utilized services at the Perupuk Village Office. The survey results indicated a Community Satisfaction Index (IKM) score of 77.00, which falls under category B (Good). The highest-rated aspect of community satisfaction was service time (3.33), while the lowest-rated aspects were staff behavior (2.77) and staff competence (2.97). These findings suggest that village services are generally perceived as good by the community; however, certain aspects require improvement, particularly in terms of clarity of service information, consistency in staff courtesy, and employee competence. Recommendations for improvement include the provision of information boards and minimum service standards, the institutionalization of service ethics through regular evaluations, and the establishment of suggestion boxes to accommodate community aspirations. This activity is expected to serve as a foundation for continuous improvement, enabling the quality of public services in Perupuk Village to advance toward the Very Good category in the future.   

Keywords: Public Service; Community Satisfaction; Good Governance; Community Satisfaction Indeks, Village