STRATEGI PELAYANAN PUBLIK DALAM MENINGKATKAN KEPUASAN MASYARAKAT DI DINAS PENDIDIKAN PROVINSI JAWA TIMUR

Objective: This study aims to analyze the public service strategy implemented by the East Java Provincial Education Office to improve public satisfaction with education services. This study employs a descriptive qualitative approach with a case study method. Data were collected through observation, semi-structured interviews, and documentation (service regulations, SOPs, and the third-quarter 2025 Community Satisfaction Survey report), then analyzed with the Miles and Huberman interactive model: data condensation, data display, and conclusion drawing and verification. The findings show that the service strategy, comprising a digital platform, information technology integration, and service standards, contributes to improved service effectiveness, transparency, and accessibility. This is evidenced by a Community Satisfaction Index (IKM) score of 88.52, rated “Very Good.” Complaint handling and service affordability received good ratings, whereas service speed and procedural simplicity still need improvement. The novelty lies in analyzing the relationship between service digitalization, procedural standardization, and public satisfaction at the East Java Provincial Education Office.