Abstract:

This study aims to determine the public perception to public services performance. The research was located at Kraton District Office in Yogyakarta. This research used descriptive quantitative research type. The data was collected through questionnaires and documentation. The research instrument test consisted of validity and reliability test. The data analysis used Importance Performance Analysis and Cartesian diagram analysis. The results showed that the service performance at the Kraton District Office had pretty good quality and degree for public service performance. The calculation of conformity level between the degree of society interest (expectation) and the service performance perceived by society indicated that, overall, the highest degree of conformity (the service performance with the smallest discrepancy) reached 83.92% (gap of 0.69) on the state and condition aspect of the service office. Meanwhile, based on Cartesian diagram analysis, the main priority aspect laid on the service factor which was considered important for the improvement of service performance, but it had not been implemented properly so that the service performance was not accomplished. The service quality attributes are; aspects of service consistency, communication skills of the service personnel, courtesy and hospitality of officers, officers attitude in receiving criticism and suggestions from the community and the ability of officers in overcoming service problems.