Kepuasan Pengguna Pelayanan Publik Monumen Pers Nasional Surakarta
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Abstract
Monumen Pers Nasional (MPN) adalah penyelenggara jasa layanan publik khususnya bidang pers nasional di bawah Direktorat Jenderal Informasi dan Komunikasi Publik, Kementerian Komunikasi dan Informatika. Sebagai penyelenggara layanan informasi dan komunikasi publik, MPN berkewajiban memberikan pelayanan yang berkualitas dan memenuhi harapan publik dan berfungsi sebagai pusat rujukan pers nasional berbasis teknologi informasi. Penelitian ini bertujuan untuk mengetahui indikator yang mempengaruhi kualitas layanan dan tingkat kepuasan publik terhadap MPN dengan menggunakan perspektif kajian kebijakan publik serta mendasarkan pada teori ekonomi. Metode yang digunakan adalah survei kepuasan layanan publik khususnya di lima bentuk layanan. Hasilnya menunjukkan kualitas layanan dipengaruhi oleh dimensi wujud layanan, sikap empati, kehandalan petugas, kesiapsiagaan petugas, dan keyakinan terhadap layanan yang dijanjikan. Survei juga menunjukkan indeks kepuasan mencapai 3,768, di mana publik puas dengan layanan yang diberikan MPN.
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