Sistem Pendukung Keputusan dalam Menentukan Kepuasan Masyarakat Terhadap Pelayanan di Kelurahan Kebon Pala dengan Metode TOPSIS

Abstract

Public satisfaction assessment of services is one of the important indicators in improving service quality in government institutions, especially at the sub-district level. However, the Kebon Pala sub-district still conducts the evaluation of public satisfaction conventionally and subjectively because it has not yet used a structured decision-making method. This research aims to build a decision support system to determine the level of community satisfaction with services in Kebon Pala Village using the Technique for Order of Preference by Similarity to Ideal Solution method. The TOPSIS method is used to process community satisfaction data based on several service criteria, namely service time, staff friendliness, availability of facilities, clarity of information, and certainty of time and procedures. Research data were obtained through observation, interviews, and the distribution of questionnaires to the community receiving the service. The research results indicate that the system developed is capable of generating preference values and ranking the level of public satisfaction objectively and measurably, thus helping the sub-district authorities in evaluating service quality and determining priorities for public service improvements