Beyond Overall Satisfaction: Identifying Service Improvement Priorities in Government-Run Women’s and Children’s Protection Services in Indonesia

Abstract

Women’s and children’s protection services require not only procedural compliance but also timely, accessible, and empathetic responses to people facing vulnerability. This study examines user satisfaction and identifies improvement priorities in a government-run Women’s and Children’s Protection Technical Service Unit in Banten Province, Indonesia. A quantitative cross-sectional survey was administered to 98 service users using a Likert-scale instrument covering nine public service elements prescribed by Indonesia’s national citizen satisfaction survey guideline. Data were analyzed using weighted mean scores and converted into the Public Satisfaction Index. The overall index reached 89.09 (mean = 3.56/4.00), placing the unit in the excellent service-quality category. Users rated service fees most favorably (95.92), followed by procedural conformity (93.88), staff competence (92.60), staff behavior (91.33), and complaint-handling services (90.82). However, service completion time (80.61) and facilities and infrastructure (79.08) were rated only good, signaling a gap between high aggregate satisfaction and users’ operational concerns. The findings suggest that performance improvement should prioritize streamlined case workflows, service-level standards, digital scheduling, and more supportive service environments. Satisfaction surveys should therefore be used as a governance tool to translate user experience into targeted, rights-sensitive service reforms.