The Effect of Public Service Factors on Public Satisfaction with the Delivery and Collection of Evidence at the Banyuwangi District Attorney's Office

Abstract

This study aims to analyze the influence of public service factors on public satisfaction with the delivery and collection of evidence at the Banyuwangi District Attorney's Office. The factors studied include service quality, service procedures, and policy implementation. The study employs a quantitative descriptive approach using a saturated sampling technique, where all users of the free delivery service for evidence items are included as samples. Data was collected through observation, questionnaires, documentation, and direct interviews. Data analysis utilized research instrument testing, classical assumption testing, and multiple regression analysis. The results of the study indicate that: (1) Service quality significantly influences public satisfaction with a significance value of 0.004; (2) Service procedures significantly influence public satisfaction with a significance value of 0.028; (3) Policy implementation has a significant effect with a significance value of 0.001; and (4) Simultaneously, all three variables have a significant effect on public satisfaction with a calculated F value of 18.395 > table F value of 3.097. The Adjusted R Square value of 0.793 indicates that 79.3% of public satisfaction can be explained by these three independent variables. This study recommends the need to improve service efficiency, consistency of procedures, and strengthen communication aspects and the attitude of service providers to optimize public satisfaction.

Keywords: service quality, service procedures, policy implementation, public satisfaction, public services