Employee Behavior in Serving

Oct 13, 2025 by wbrum.org 6 views

Optimizing Public Services of Medan City Library Office based on Community Satisfaction

Introduction

In today's fast-paced world, public services have become a crucial aspect of government policies, as they have a significant impact on community satisfaction. The Medan City Library Office, as a public institution, plays a vital role in providing quality services to the community. However, the question remains: are the public services provided by the Medan City Library Office meeting the standards and expectations of the community? This study aims to analyze the optimization strategy implemented by the Medan City Library Office based on the level of community satisfaction.

Background

Public services in accordance with standards are strategic issues in government policies, especially related to their broad impact on community satisfaction. The Medan City Library Office, as a public institution, has a responsibility to provide quality services to the community. However, the level of community satisfaction is a critical factor in determining the effectiveness of public services. In this context, this study aims to analyze the optimization strategy implemented by the Medan City Library Office based on the level of community satisfaction.

Methodology

This study was conducted by involving 10 informants, including the Head of Office, Experts, Heads of Library Services, Employees, and Technical Staff. The research method used is descriptive with a qualitative approach, where data collection techniques include interviews with informants, observations, documentation, and literature studies. The community satisfaction survey was carried out based on the Minister of Administrative Reform Regulation and Bureaucratic Reform No. 16 of 2014.

Results

The results showed that efforts to optimize public services carried out by the Medan City Library Office had met the existing standards, which could be analyzed using the SWOT method. This analysis helps in identifying strengths, weaknesses, opportunities, and threats in the services provided. In addition, the community satisfaction survey was carried out based on the Minister of Administrative Reform Regulation and Bureaucratic Reform No. 16 of 2014.

The survey shows that the level of community satisfaction is quite good, with 6 out of 9 elements of the survey getting a positive assessment. Elements that are declared good include the requirements, procedures, time, costs, service products, and implementing competencies. However, there are 3 other elements that still need to be improved, namely employee behavior in serving, service information communication, as well as follow-up on complaints and suggestions from the community.

Additional Analysis and Explanation

Optimal public service is the key to increasing public satisfaction. In the Medan City Library Office, the efforts made have shown positive results, but there are still several aspects that require more attention.

Employee Behavior in Serving

Employee behavior in serving the public is a direct reflection of the commitment of the agency to service. Therefore, training and development of employee interpersonal competencies is needed to increase interaction with visitors. This can be achieved through training programs that focus on customer service skills, communication skills, and conflict resolution skills.

Service Information Services

Service information services are a crucial aspect in public services. The public needs to get clear and accurate information about the services available. The use of social media and digital platforms can be used to convey information effectively and reach more people. This can be achieved through the creation of a website, social media accounts, and mobile apps that provide information about the services available.

Follow-up on Complaints

Follow-up on complaints is an element that is often ignored. Responsive complaints systems will give confidence to the public that their voices are heard and followed up. The Library Office needs to develop a system that facilitates the community in submitting suggestions and complaints, as well as ensuring that every complaint gets an appropriate response.

Conclusion

Overall, the optimization of public services in the Medan City Library Office shows good development, but sustainable efforts are needed to meet the expectations of the community. Applying an improvement strategy based on a community satisfaction survey and feedback from service users will be an effective step to improve the quality of services in the future. Thus, the Library Office can play a more active role in supporting the education and culture of the people of Medan City, as well as building a positive image as a responsive and quality public institution.

Recommendations

Based on the findings of this study, the following recommendations are made:

Training and Development: The Medan City Library Office should provide training and development programs for employees to improve their interpersonal competencies and customer service skills.
Service Information Services: The Library Office should create a website, social media accounts, and mobile apps to provide information about the services available.
Follow-up on Complaints: The Library Office should develop a system that facilitates the community in submitting suggestions and complaints, as well as ensuring that every complaint gets an appropriate response.
Community Engagement: The Library Office should engage with the community through various activities and programs to increase public satisfaction and awareness of the services available.

By implementing these recommendations, the Medan City Library Office can improve the quality of services and increase public satisfaction, ultimately contributing to the development of the community.
Frequently Asked Questions (FAQs) about Optimizing Public Services of Medan City Library Office based on Community Satisfaction

Q: What is the main objective of this study?

A: The main objective of this study is to analyze the optimization strategy implemented by the Medan City Library Office based on the level of community satisfaction.

Q: What research method was used in this study?

A: The research method used in this study is descriptive with a qualitative approach, where data collection techniques include interviews with informants, observations, documentation, and literature studies.

Q: What is the significance of community satisfaction in public services?

A: Community satisfaction is a critical factor in determining the effectiveness of public services. It reflects the level of trust and confidence that the public has in the services provided by the government.

Q: What are the key elements of community satisfaction in public services?

A: The key elements of community satisfaction in public services include requirements, procedures, time, costs, service products, implementing competencies, employee behavior in serving, service information communication, and follow-up on complaints and suggestions from the community.

Q: What are the strengths and weaknesses of the Medan City Library Office in terms of community satisfaction?

A: The strengths of the Medan City Library Office include meeting the existing standards, having a good level of community satisfaction, and providing quality services. The weaknesses include employee behavior in serving, service information communication, and follow-up on complaints and suggestions from the community.

Q: What are the opportunities and threats faced by the Medan City Library Office in terms of community satisfaction?

A: The opportunities faced by the Medan City Library Office include increasing public satisfaction, improving the quality of services, and building a positive image as a responsive and quality public institution. The threats include competition from other public institutions, limited resources, and changing community needs and expectations.

Q: What are the recommendations for improving community satisfaction in the Medan City Library Office?

A: The recommendations for improving community satisfaction in the Medan City Library Office include training and development programs for employees, service information services, follow-up on complaints, and community engagement.

Q: How can the Medan City Library Office improve employee behavior in serving the public?

A: The Medan City Library Office can improve employee behavior in serving the public by providing training and development programs for employees, setting clear expectations and standards for customer service, and recognizing and rewarding employees who provide excellent customer service.

Q: How can the Medan City Library Office improve service information services?

A: The Medan City Library Office can improve service information services by creating a website, social media accounts, and mobile apps to provide information about the services available, and by using clear and simple language to communicate with the public.

Q: How can the Medan City Library Office improve follow-up on complaints and suggestions from the community?

A: The Medan City Library Office can improve follow-up on complaints and suggestions from the community by developing a system that facilitates the community in submitting suggestions and complaints, and by ensuring that every complaint gets an appropriate response.

Q: What is the role of community engagement in improving community satisfaction in the Medan City Library Office?

A: Community engagement plays a crucial role in improving community satisfaction in the Medan City Library Office. It involves engaging with the community through various activities and programs to increase public satisfaction and awareness of the services available.