Evaluating PTSP Services at MAN 2 Pamekasan Using Community Satisfaction Index

Abstract

The quality of public services has become one of the primary indicators for measuring the performance of educational institutions in delivering administrative services to the community. As an educational institution under the Ministry of Religious Affairs, MAN 2 Pamekasan has implemented an Integrated One-Stop Service (Pelayanan Terpadu Satu Pintu/PTSP) to improve service efficiency, transparency, and accessibility. However, continuous evaluation is required to determine whether the services provided have met community expectations. This study aims to analyze the level of community satisfaction with PTSP services at MAN 2 Pamekasan using the Community Satisfaction Index (Indeks Kepuasan Masyarakat/IKM) method. A quantitative approach was employed by distributing questionnaires to 50 service users based on nine public service indicators. The collected data were analyzed by calculating the average score of each service indicator and converting the overall mean into the IKM score according to the applicable public service evaluation guidelines. The findings indicate that the overall mean score was 3.50, resulting in an IKM score of 87.56, which falls into Category B (Good). Among the evaluated indicators, complaint handling achieved the highest average score, while service product obtained the lowest score. Overall, the PTSP of MAN 2 Pamekasan has successfully provided satisfactory services; however, several aspects still require continuous improvement to achieve an Excellent service category. The results of this study can serve as a reference for institutional management in enhancing service quality and increasing community satisfaction.