ANALISIS SURVEI KEPUASAN MASYARAKAT PADA BADAN RISET DAN INOVASI DAERAH KOTA MEDAN

Abstrak

Pelayanan publik sangatlah penting, baik dalam bentuk berwujud untuk masyarakat ataupun jasa untuk masyarakat. Semakin tinggi kualitas pelayanan publik maka berbagai kemudahan akan didapatkan, artinya tidak ada masalah yang menghambat dalam melaksanakan segala keperluan. Sementara pelayanan dalam bentuk jasa sangat dibutuhkan masyarakat, seperti pelayanan pembuatan surat rekomendasi. Kualitas pelayanan di Kantor Badan Riset dan Inovasi Daerah Kota Medan masuk dalam kategori “A”, tetapi masih ada elemen kualitas pelayanan dari Permenpan RB No. 14 tahun 2017 yang masih belum mencapai kategori sangat baik, berupa kompetensi pelaksana, perilaku pelaksana dan waktu penyelesaian menurut masyarakat Kota Medan.

Public service is crucial, whether in tangible forms for the community or services provided to the public. The higher the quality of public service, the greater the ease in fulfilling various needs, meaning there are no obstacles hindering the execution of all requirements. Meanwhile, services in the form of assistance are highly needed by the community, such as the issuance of recommendation letters. The quality of service at the Regional Research and Innovation Agency of Medan City falls into the "A" category; however, there are still elements of service quality outlined in Regulation of the Minister of Administrative and Bureaucratic Reform No. 14 of 2017 that have not yet reached the "excellent" category. These aspects include the competence of the implementers, their behavior, and the completion time according to the residents of Medan City.