Analysis of Community Satisfaction with Self-Managed Road Repair Works by the UPTD of Banjarmasin City

Road repairs handled in-house (swakelola) by regional technical units are among the most frequent public services, yet few studies evaluate them from the perspective of road users. This research examines how satisfied residents are with asphalt patching done by the Road and Bridge Maintenance Unit (UPTD) of Banjarmasin City, Indonesia. A questionnaire was distributed to 100 respondents recruited through incidental sampling, 20 at each of five road sections. It comprised 25 service indicators, all of which were valid under Kendall’s Tau-b and highly reliable, with a Cronbach’s alpha of 0.96 for importance and for performance alike. Overall satisfaction was calculated with the Customer Satisfaction Index (CSI), while Importance–Performance Analysis (IPA) pinpointed which aspects should be improved first. The CSI value of 79.66 % corresponds to the “satisfied” category. Four indicators landed in the priority quadrant: how well the quantity of work matched what the public asked for, how well the request matched the degree to which the work was finished, the use of personal protective equipment (PPE) by workers, and the monitoring of PPE compliance. Improvement strategies were derived from these four indicators and from an interview with the Head of the UPTD, who later validated them. Overall, satisfaction is good, but planning, implementation and oversight still need strengthening, especially the alignment between public requests and the work performed and the application of occupational safety and health.