Quality of Public Services in Education, Health, Transportation, Licensing Service and Administration of Population

Abstract

This study aims to measure the level of quality of public services, especially in the fields of education, health, transportation, licensing services and population administration in the City Government of Baubau. In addition, mapping the quality and performance of public services that have been carried out by each service unit, and formulating materials in the next policy. This study was conducted in the City of Baubau, which included 8 subdistricts, and 43 villages using a multistage random sampling technique at 95% level of confidence. The number of samples is 440. This study uses a survey method with elaborated variables/elements of assessment from Kep/25/M.PAN/2/2004 with the Regulation of the Minister of Administrative Reform and Bureaucratic Reform of the Republic of Indonesia Number 16 of 2014. The results of the analysis show that the quality and performance of public services in the City of Baubau for 5 service areas (education, health, transportation, licensing & admission are in category B (Good). However, if sorted, the services of population administration are ranked I (IKM = 72.55), rank II education sector (IKM = 72.23), rank III health sector (IKM = 72.08), transportation sector rank IV (IKM = 69.99), and licensing field rank V (IKM = 69.35). Among the 16 (sixteen) elements of public service, overall, 5 (five) main elements whose average satisfaction score is low are (1) service speed (2.566); (2) justice gets service (2.641); (3) certainty of service costs (2.760); (4) fairness of service costs (2.762); and (5) handling of complaints, suggestions and input (2.837).