TINGKAT KEPUASAN MASYARAKAT TERHADAP PELAYANAN SURAT KELUAR UMUM DI KANTOR DESA BAMBE KECAMATAN DRIYOREJO

Level Of Public Satisfaction With General Outgoing Mail Services At The Bambe Village Office Driyorejo District

Pelayanan administrasi di tingkat desa merupakan wujud kehadiran pemerintah yang paling dekat dan paling sering dialami langsung oleh masyarakat, sehingga kualitasnya dapat dijadikan ukuran keberhasilan aparatur desa dalam menjalankan tugas pelayanan publik. Kantor Desa Bambe, Kecamatan Driyorejo, Kabupaten Gresik, selaku penyelenggara layanan Surat Keluar Umum, belum pernah melakukan pengukuran kepuasan masyarakat secara resmi, meskipun sejumlah permasalahan pelayanan telah teridentifikasi melalui observasi lapangan, wawancara awal, dan ulasan masyarakat di platform digital. Kondisi tersebut melatarbelakangi perlunya kajian yang mampu menggambarkan secara objektif kualitas pelayanan yang dirasakan masyarakat. Penelitian ini bertujuan menganalisis tingkat kepuasan masyarakat terhadap layanan Surat Keluar Umum di Kantor Desa Bambe berdasarkan perhitungan Indeks Kepuasan Masyarakat (IKM).

Penelitian ini menggunakan metode deskriptif dengan pendekatan kuantitatif. Data dikumpulkan melalui kuesioner kepada 48 responden yang dihitung dengan rumus Slovin dan dipilih melalui teknik accidental sampling. Analisis data mengacu pada perhitungan IKM berdasarkan 9 unsur pelayanan sesuai PermenPAN-RB Nomor 14 Tahun 2017, melalui penskoran skala Likert, perhitungan nilai rata-rata tertimbang, dan konversi ke skala 25–100.Hasil penelitian menunjukkan nilai IKM unit pelayanan sebesar 84,96, termasuk kategori mutu B dengan kinerja "Baik". Unsur biaya/tarif memperoleh nilai tertinggi, 98,44 (Sangat Baik), mencerminkan kepuasan masyarakat atas layanan tanpa pungutan biaya. Sebaliknya, unsur sarana dan prasarana memperoleh nilai terendah, 75,00 (Kurang Baik), menandakan fasilitas fisik belum memenuhi harapan masyarakat secara optimal. Temuan ini menegaskan bahwa perbaikan sarana dan prasarana fisik perlu menjadi prioritas utama bagi penyelenggara layanan.

Kata Kunci: Indeks Kepuasan Masyarakat (IKM), Pelayanan Publik, Surat Keluar Umum.

Administrative services at the village level represent the government’s closest presence and are most frequently experienced directly by the community; therefore, their quality can serve as a measure of the success of village officials in carrying out their public service duties. The Bambe Village Office, Driyorejo Subdistrict, Gresik Regency, as the provider of General Outgoing Letter services, has never officially measured community satisfaction, even though a number of service issues have been identified through field observations, preliminary interviews, and community reviews on digital platforms. These conditions underscore the need for a study capable of objectively describing the quality of service as perceived by the community. This study aims to analyze the level of public satisfaction with the General Outgoing Letter service at the Bambe Village Office based on the calculation of the Public Satisfaction Index (PSI).

This study employs a descriptive method with a quantitative approach. Data were collected through a questionnaire administered to 48 respondents, selected using the Slovin formula and accidental sampling. Data analysis was based on the CSI calculation using the nine service elements specified in Ministry of State Apparatus and Regional Government Regulation No. 14 of 2017, through Likert scale scoring, weighted average calculation, and conversion to a 25–100 scale. The research results show that the service unit’s IKM score was 84.96, falling into the “B” quality category with a “Good” performance rating. The “costs/fees” element received the highest score, 98.44 (Very Good), reflecting public satisfaction with services provided free of charge. Conversely, the facilities and infrastructure component received the lowest score, 75.00 (Not Good), indicating that the physical facilities have not yet optimally met public expectations. These findings underscore that improving physical facilities and infrastructure must be a top priority for service providers.

Keywords: Public Satisfaction Indeks (PSI), Public Services, General Outgoing Letters.