Public Perception Of Public Services In Ciranggon Village

This study aims to examine how residents of Ciranggon Village perceive the quality of public services by applying the Importance-Performance Analysis (IPA) approach. This study employs a quantitative method involving 100 respondents selected using purposive sampling. Data were collected via a Likert-scale questionnaire to measure the importance and performance levels of public services. The results indicate that the importance of services is higher than their performance level, suggesting that public services have not yet fully met community expectations. All indicators show a negative gap value. The IPA analysis reveals that several service attributes fall into Quadrant A (top priority), including service waiting time, clarity of service procedures, staff understanding of duties, service fairness, and service facilities. These attributes are considered very important by the public, but their performance remains low and thus requires immediate improvement. Meanwhile, several other attributes fall into Quadrant B, indicating that services are already meeting public expectations and should be maintained. These findings suggest that the Ciranggon Village government needs to improve the quality of public services and the competence of its staff to ensure services better align with community needs.

Keywords: public service, service quality, IPA, public perception, public satisfaction