Optimalisasi Pelayanan Publik Kantor Perpustakaan Kota Medan Berdasarkan Kepuasan Masyarakat

Abstract

Implementation of public service in accordance with the standards will become a strategic issue in a government policy because it was very broad impact especially in realization of public satisfaction with the service provided by goverment instance. The purpose of this study was to analyze the optimization strategy carried by Medan City Library Office based on public satisfaction that viewed from . aspects strategy efforts, service standards ar,d the satisfaction of public. This research has been conducted in the Medan City Library Office with 10 person as informant, and determination of informants by using purposive sampling. The informants in this study was head office, experts, head of library service section, employee of library service section, technical personnel library and society. The research method used is descriptive method with qualitative approaches. The data collection techniques was perfomed under iriformants interviews, observation of the object, documentation and literature. The results of the study showed from aspect of efforts to optimization public service that has been done by the office was adequete and implemented by looking through SWOT analysis arid service standards. Meanwhile, the public satisfaction survey used Regulation Minister for the Empowerment of State Apparaturs and Beaurocracy Reform No. 16 of 2014. It can be seen that the public satisfaction was quite good because from the 9 scope survey there were 6 good element which covers the requirements, procedure.)~ time, cost, product services, and executive competence, while 3 others element still need to be improved like implementing behavior, intimation services and follow up complaints on the advice and suggestion.