Strategies for Increasing Community Satisfaction through Excellent Service (case study on RPTRA in North Jakarta)

Abstract

Child-friendly integrated public space (RPTRA) in Jakarta is a concept created in the form of a green open space equipped with various infrastructure for children's play, adult social activities and other activities in accordance with the purpose of the RPTRA. Public satisfaction with the RPTRA program is one measure of the success or failure of the DKI Provincial Government in providing services through RPTRA. One city with a large number of RPTRAs is North Jakarta, where from the many RPTRAs there are several different characteristics in each RPTRA. Each RPTRA has a different land area, infrastructure and program of activities in providing services to the community. Physical and non-physical deficiencies that exist in each RPTRA cause low community satisfaction, therefore there is a need for a strategy to keep the community satisfied even though there are shortcomings in the RPTRA. This study aims to analyze strategies to increase community satisfaction through excellent service in North Jakarta Regional RPTRA. The method used in this research is descriptive qualitative with spiral model data analysis method. Based on the results of this study, it shows that through prime service strategies in the form of (1) speed, (2) accuracy, (3) friendliness and (4) comfort can increase community satisfaction which includes satisfaction with direct services and indirect services. The strategy of speed, accuracy, friendliness and comfort which is implemented in the form of direct and indirect services can increase the satisfaction of the people who visit RPTRA in the North Jakarta Region