Analysis of Public Satisfaction with Public Services Using the Simple Additive Weighting (SAW) Method at the Medan Selayang Sub-district Office
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Abstract
The quality of public services is an important aspect of meeting community needs. This study applies the Simple Additive Weighting (SAW) method to analyze public assessments of administrative services, particularly those related to identity card (KTP) services, at the Medan Selayang Sub-district Office. The study uses a quantitative approach involving 30 respondents selected through purposive sampling during April–June 2026. The instrument consists of 27 statements grouped into nine service criteria. Each criterion is assigned an equal weight of 1/9. Recalculation of the raw data shows an average preference-value threshold of 0.8694, with 14 respondents (46.67%) classified as Satisfied and 16 respondents (53.33%) classified as Dissatisfied. The overall average across the nine criteria is 4.3469 (4.35). The highest average score is for staff behavior (4.4778 or 4.48), while the lowest is for service time (4.20). These results indicate that SAW can help organize assessments systematically, with the understanding that classifications based on the average threshold are relative to the research sample.
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