Pengukuran Kepuasan Masyarakat Terhadap Pelayanan Administrasi Di Kantor Kelurahan Sekaran Menggunakan Ikm-Plus

Objective: This study aims to analyze the factors influencing Community Satisfaction with administrative services at the Sekaran Village Office and to test a more comprehensive measurement model than the conventional IKM instrument. Methods: Quantitative research with a survey design involving 122 respondents selected through convenience sampling. Data were analyzed using PLS-SEM with SmartPLS 4.2.9 through outer model and inner model evaluations. Results: 9 out of 11 hypotheses were accepted. Constraints (β=0.234), Assurance (β=0.232), Responsiveness (β=0.193), Community Image (β=0.163), Technical (β=0.154), Service Quality (β=0.151), Price Perception (β=0.151), and Community Sacrifice (β=0.139) had a significant positive effect. Conversely, Community Value (p=0.345) and Physical Appearance (p=0.229) were not significant. The model explains 66.3% of the variance in Community Satisfaction (R-Square = 0.663). Novelty: This study proves that the public prioritizes service substance (constraint management, staff competence, and responsiveness) over added value or luxurious physical facilities. This confirms that measuring public satisfaction must consider the user experience holistically, not merely administrative aspects.