The Influence of the "Female Evaluation Room" Program on Public Service Management and Public Satisfaction Level in Sim Services at East Kotawaringin Police
Abstract
Public service delivery within the Indonesian National Police, particularly in the issuance of Driver Licenses, faces increasing demands for higher service quality as the number of applicants grows and public needs become more complex. Challenges such as a high rate of failure in exams, limited understanding of procedures, and recurring complaints regarding service quality highlight the urgent need for an innovation that offers more educational, transparent, and effective service mechanisms. The “Kalakai Evaluation Room” program was introduced as a service innovation at the Traffic Unit of Kotawaringin Timur Police to provide coaching, structured feedback, evaluation, and technical assistance for Driver License applicants who did not pass the exam. This study aims to analyze the influence of the “Vacation Evaluation Room” program on Public Service Management and Community Satisfaction in Driver License services. A quantitative method with an explanatory design was employed. Data were collected through a validated and reliable Likert-scale questionnaire and analyzed using descriptive statistics and simple linear regression. The findings show that the implementation of the Kelakai Program falls into the “excellent” category, contributing to improved service effectiveness, resource utilization, staff productivity, and reduced complaints. The program also has a positive and significant effect on Public Service Management, reflected in improved dimensions of tangibles, reliability, responsiveness, assurance, and empathy. Moreover, it has a positive and significant impact on Community Satisfaction, indicated by enhanced public perceptions of service quality, speed and efficiency, accessibility, fairness, and facility comfort. In conclusion, the “Kalakai Evaluation Space” program serves as an effective innovative strategy to enhance the quality of Driver License services and elevate community satisfaction. Theoretically, this study underscores the importance of evaluation- based and coaching-oriented innovations in strengthening public service quality. Practically, the results recommend continuous program enhancement and replication across other police units to support more professional and responsive public service delivery.
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DOI: http://dx.doi.org/10.30659/jrbi.v23i1.51669
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