The Measuring Community Satisfaction Through Quality Perceptions Post Covid-19 Pandemic: An Empirical Study of Public Services in Passport Manufacturing in Indonesia

This study aims to determine the relationship between perceived service quality and public organization satisfaction. The object of research is the Soekarno-Hatta and the City of Tangerang immigration office, because the work area is so wide and large enough that we can consider it representative as a public service organization. The method used is descriptive quantitative with a sample of 247 participants determined based on data collection techniques using accidental sampling, namely the technique of determining the sample of anyone who meets by chance. This research instrument uses two scales, namely community satisfaction and perceived service quality. The results of the study found that there was a meaningful relationship between perceptions of the quality of public services and community satisfaction at the Soekarno Hatta and the City of Tangerang Immigration Office. In the quality’s perception of public services, it turns out that the dimension of empathy really determines the creation of community satisfaction. The contribution of perceived quality of public services to public satisfaction is 2.1%, while 97.9% is determined by other variables outside the scope of this study. Thus, the better the quality of public services provided by the Soekarno Hatta and Tangerang City Immigration offices to passport applicants, the higher the satisfaction felt by the community.