EVALUASI TINGKAT KEPUASAN MASYARAKAT TERHADAP KUALITAS PELAYANAN INFORMASI DINAS KOMUNIKASI DAN INFORMATIKA KABUPATEN PADANG LAWAS UTARA

Abstract

Public information service is a crucial indicator in assessing government service quality, as it reflects the principles of transparency, accountability, and professionalism. The Communication and Informatics Office (Diskominfo) of North Padang Lawas Regency is responsible for providing fast, accurate, and easily accessible information to the public. This study aims to evaluate the level of public satisfaction with the quality of information services and identify the influencing factors, such as service speed, information quality, ease of access, and staff attitude.

The research employs a descriptive quantitative method targeting the community of Diskominfo service users. A sample of 40 respondents was selected using purposive sampling. Data were collected through a 1–5 Likert scale questionnaire and analyzed descriptively. The results indicate that the overall public satisfaction level falls into the "Satisfied" category with an average score of 3.60. Analysis per indicator shows that staff friendliness achieved the highest score (4.0), while service speed and service alignment with public needs received relatively lower scores (3.73).Factors influencing public satisfaction include the quality of staff interaction, ease of access to information, information accuracy, service speed, and service alignment with community needs. Based on these findings, suggested strategies for service quality improvement include the digitalization of information services, enhancement of queuing systems, evaluation and standardization of information content, and regular training for staff.