scholarly journals INDEKS KEPUASAN MASYARAKAT SPESIFIK LEMBAGA PENELITIAN DAN PENGEMBANGAN: IMPLEMENTASI MODEL ACSI (THE COMMUNITY SATISFACTION INDEX ON SPECIFICLY RESEARCH AND DEVELOPMENT: IMPLEMENTATION OF ACSI MODEL)

1969 ◽  
Vol 9 (1) ◽  
Author(s):  
Budi Triyono Dan Prakoso Bhairawa Putera
Keyword(s):  
Research And Development ◽  
Public Service ◽  
Administrative Reform ◽  
Communication Satisfaction ◽  
Service Performance ◽  
Community Satisfaction ◽  
Satisfaction Index ◽  
Excellent Service ◽  
The Impact ◽  
Satisfaction With Services

Law number 25 year 2009 concerning Public Service highlights one important thing about Community Satisfaction Index (CSI). CSI becomes an important aspect to see the extent to which Unit of Organization is able to provide excellent service. CSI measurement is generally refer to the Ministry of Administrative Reform Decision Number KEP/25/M.PAN/2/2004 concerning General Guidelines to Measure Community Satisfaction Index. However, the measurement is felt less suitable for research institute organizations and development (R & D). Institute for R & D organization has specific characteristics that require measurement-oriented SMEs such specificity. This paper provides a concept of development of SMEs is more suitable measurement implemented for R & D institutions in Indonesia. The concept is oriented towards the development of measurement products and services R & D, product and service performance of R & D services, the performance of the delivery staff, accessibility, communication, satisfaction with services R & D products and services, the impact of satisfaction, and improved services.Keywords: SMEs, Public Service, Institute for Research and Development, ReformsUndang-undang No. 25 Tahun 2009 tentang Pelayanan Publik menggaris bawahi salah satu hal penting mengenai Indeks Kepuasan Masyarakat (IKM). Keberdaan IKM menjadi penting untuk melihat sejauh mana unit organisasi mampu memberikan pelayanan prima. Pengukuran IKM yang umumnya digunakan merujuk pada KEP/25/M.PAN/2/2004 tentang Pedoman Umum Penyusunan Indeks Kepuasan Masyarakat. Pengukuran tersebut dirasakan kurang cocok digunakan untuk lembaga organisasi penelitian dan pengembangan (litbang). Lembaga Organisasi litbang memiliki karakteristik khusus sehingga membutuhkan pengukuran IKM yang berorientasi pada kekhususan tersebut. Makalah ini memberikan konsep pengembangan pengukuran IKM yang lebih cocok diimplementasikan bagi lembaga litbang di Indonesia. Konsep pengembangan pengukuran ini berorientasi pada penggunaan produk dan jasa litbang, kinerja layanan produk dan jasa litbang, kinerja staf penyelenggaran, aksesibilitas, komunikasi, kepuasan terhadap layanan produk dan jasa litbang, dampak kepuasan, dan perbaikan layanan.Kata kunci: IKM, Pelayanan Publik, Lembaga Litbang, Reformasi

scholarly journals Community Service Satisfaction Index Information System Using the Web-Based CSS Method (Community Satisfaction Survey) at Statistics Center in Tapaktuan

2021 ◽  
Vol 6 (2) ◽  
pp. 74-82
Author(s):  
Salya Rater ◽  
Fardiansyah ◽  
Safrijah
Keyword(s):  
Service Quality ◽  
Community Service ◽  
Public Service ◽  
Service Providers ◽  
Service Performance ◽  
Service Satisfaction ◽  
Satisfaction Survey ◽  
Community Satisfaction ◽  
Satisfaction Index

The Community Satisfaction Index (CSI) is data and information about the level of community satisfaction from quantitative and qualitative measurement results in obtaining services from public service administrators by comparing their expectations and needs. Public service providers, community service units are faced with many related things. This application system uses the Community Satisfaction Survey (CSS) method, which is an activity carried out using a questionnaire as a research instrument. Community satisfaction services held are not aimed at seeking profit but must prioritize service quality in accordance with the demands, expectations and needs of the people being served. Public service providers are faced with many things related to improving service quality through good performance and  quality of product. And this public service dominates the related agencies. To measure the performance of public service units, elements / indicators are needed to provide an assessment of the performance results of public service units. This system is designed to find out the results of public service performance at the Central Statistics Agency (BPS) in Tapaktuan which is measured based on the unknown Public Service Satisfaction Index. The Community Satisfaction Index (CSI) system aims to determine the level of service performance in Tapaktuan Central Statistics Agency (BPS) in providing services to the community, as well as a vehicle for absorbing community aspirations in the form of suggestions, hopes, as well as complaints about the services that have been provided so far. to be used as guidelines for policy makers, programs and strategies for improving services. One of the efforts to improve the quality of public services as mandated in the Republic of Indonesia Law Number 25 year 2000 concerning the National Development Program, in the Decree of the Minister of State Apparatus Empowerment Number 14 of 2017 concerning guidelines for preparing community satisfaction surveys of public service administration units.

scholarly journals Analysis of Community Satisfaction Index About Public Services in Regol Village, Garut District, Garut Regency City

2019 ◽  
Vol 2 (2) ◽  
pp. 80-88
Author(s):  
Ikeu Kania
Keyword(s):  
Public Service ◽  
Conversion Rate ◽  
Public Services ◽  
Service Performance ◽  
Community Satisfaction ◽  
Satisfaction Index ◽  
Descriptive Research ◽  
Quantitative Descriptive ◽  
Index Value ◽  
Sampling Approach

The purpose of this study is to ascertain the availability of public services in Regol Village, Garut District, Garut Regency, as assessed by community satisfaction using the Community Index. This is a quantitative descriptive research in the sense that it analyzes the community satisfaction index and presents the facts in the form of numbers. The sampling approach employed is non-probability sampling with an element of chance. The Community Index (IKM) for Regol Village services was found to be 2.87, with a conversion rate of 71.83. Thus, public service performance falls within the area of high service quality. The certainty of service costs is the highest index, with an IKM value of 77.75, and is at a satisfactory level. Meanwhile, the indication with the lowest index value is the unpredictable speed of service and service schedule, with IKM values of 61.00 and 62.50 being less than satisfactory.

scholarly journals PENINGKATAN KINERJA KUALITAS PELAYANAN PUBLIK DAN INDEKS KEPUASAN MASYARAKAT PADA DINAS KEPENDUDUKAN DAN PENCATATAN SIPIL KABUPATEN KUDUS

2020 ◽  
Author(s):  
Teguh Riyanto
Keyword(s):  
Service Quality ◽  
Public Service ◽  
Public Services ◽  
Service Providers ◽  
Service Performance ◽  
Community Satisfaction ◽  
Government Regulations ◽  
Satisfaction Index ◽  
Service Standards ◽  
Cartesian Diagram

Abstrak : Undang-Undang Nomor 25 Tahun 2009 tentang pelayanan publik maka seluruh penyelenggara pelayanan publik diwajibkan untuk menyusun standar pelayanan. Berdasarkan peraturan pemerintah yang berlaku, standar pelayanan menjadi tolak ukur yang dipergunakan sebagai pedoman penyelenggara pelayanan dan acuan penilaian kualitas pelayanan. Tujuan penelitian ini adalah untuk meningkatkan kinerja kulaitas pelayanan publik dan indeks kepuasan masyarakat pada Dinas Kependudukan dan Pencatatan Sipil Kabupaten Kudus. Ruang lingkup pelayanan publik dan kepuasan masyarakat meliputi 1) Persyaratan, 2) Sistem, mekanisme dan prosedur, 3) Waktu pelayanan, 4) Biaya/Tarif, 5) Produk spesifikasi jenis Pelayanan, 6) Kompetensi Pelaksana, 7) Perilaku Pelaksana, 8) Penanganan Aduan, Saran dan Masukan, 9) Sarana dan Prasaranan. Hasil penelitian dari sembilan ruang lingkup untuk mengukur kinerja kualitas pelayanan publik dan kepuasan masyarakat atas pelayanan publik pada Dinas Kependudukan dan Pencatatan Sipil Kabupaten Kudus memperoleh indeks kepuasan masyarakat 3,36 dan nilai kinerja pelayanan publik 83,88 dengan predikat Mutu Pelayanan A (Sangat Baik/Sangat Memuaskan). Dengan kualitas pelayanan publik yang sangat baik akan mempengaruhi indeks kepuasan masyarakat yang sangat memuaskan. Selian itu pada diagram kartesius juga diketuhui faktor yang perlu ditingkatkan dan dipertahankan kinerja pelayanan publik. Kata kunci : kinerja, pelayanan publik, indeks kepuasan masyarakat.Summary : Law Number 25 of 2009 concerning public services, all public service providers are required to develop service standards. Based on applicable government regulations, service standards become a benchmark used as a guide for service providers and a reference for assessing service quality. The purpose of this study is to improve the performance of public service quality and community satisfaction index at the Population and Civil Registry Office of Kudus Regency. The scope of public services and community satisfaction includes 1) Requirements, 2) Systems, mechanisms and procedures, 3) Service time, 4) Costs / Tariffs, 5) Product type specifications, 6) Implementing Competencies, 7) Implementing Behavior, 8) Handling Complaints, Suggestions and Feedback, 9) Facilities and Market. The results of the nine scopes of research to measure the performance of public service quality and public satisfaction with public services at the Population and Civil Registry Office of Kudus Regency obtained a community satisfaction index of 3.36 and the value of public service performance of 83.88 with the title of Service Quality A (Very Good / Very satisfy). With a very good quality public service will affect the community satisfaction index which is very satisfying. In addition, the Cartesian diagram also addresses factors that need to be improved and maintained the performance of public services.Keywords : performance, public services, community satisfaction index.

scholarly journals Bottom-up accountability and public service provision: Evidence from a field experiment in Brazil

2020 ◽  
Vol 7 (2) ◽  
pp. 205316802091444
Author(s):  
Danilo Freire ◽  
Manoel Galdino ◽  
Umberto Mignozzetti
Keyword(s):  
Public Service ◽  
Service Provision ◽  
Construction Projects ◽  
Service Performance ◽  
Policy Outcomes ◽  
School Construction ◽  
Construction Sites ◽  
Bottom Up ◽  
Mobile Phone Application ◽  
The Impact

Does local oversight improve public service delivery? We study the effect of a mobile phone application that allows citizens to monitor school construction projects in Brazilian municipalities. The app prompts users to submit data about construction sites, sends such crowdsourced information to independent engineers, and contacts the mayors’ offices about project delays. Our results show that the app has a null impact on school construction indicators. Additionally, we find that politicians are unresponsive to individual requests. The results question the impact of bottom-up monitoring on public service performance and suggest that interventions targeted at other groups, or focused on different issues, may produce better policy outcomes.

scholarly journals INDEKS KEPUASAN MASYARAKAT (IKM) DALAM PELAYANAN SIM PADA SATLANTAS POLRES DUMAI

Jurnal Niara ◽  
2019 ◽  
Vol 12 (1) ◽  
pp. 86-99
Author(s):  
Hildawati
Keyword(s):  
Service Quality ◽  
Administrative Reform ◽  
Service Performance ◽  
Survey Method ◽  
Community Satisfaction ◽  
The People ◽  
Driver's License ◽  
The Government ◽  
Bureaucratic Reform ◽  
People’S Perceptions

Service quality is one of the important studies in bureaucratic reform. Until now, the problems of services provided by the government/ state to the people who make arrangements tend to still have many complaints. Such as the issue of service time which is not in accordance with the standards, convoluted service procedures to the problems of facilities and infrastructure which are considered to be less supportive of the implementation of services. At the Satllantas Polres Dumai, the same problems still occur, including in the service of obtaining a driver's license (SIM). Through Minister of Administrative Reform and Bureaucratic Reform Regulation Number 14 of 2017 concerning Guidelines for Preparing Community Satisfaction Surveys in this study a survey was conducted to find out people's perceptions and satisfaction with the services performed by the Satlantas Polres Dumai in servicing people who manage SIMs. The survey method refers to the provisions in the Minister of Administrative Reform and Bureaucratic Reform Regulation No. 14 of 2017 concerning Guidelines for Preparing the Community Satisfaction Survey. From the results of the study it is known that the IKM value of service quality in obtaining a SIM at the Satlantas Polres Dumai is 3.16 which is in the interval 2.51 - 3.25. Based on these results, the conversion value of IKM obtained is 78.94, which is in the intervals of 62.51 - 81.25 with service quality is B and service performance is categorized as GOOD

scholarly journals MANAGING WASTEWATER IN DECENTRALIZED INDONESIA: COULD LOCAL DEMOCRACY IMPROVE PUBLIC SERVICE?

CosmoGov ◽  
2018 ◽  
Vol 4 (2) ◽  
pp. 213
Author(s):  
Diny Waskitawati
Keyword(s):  
Public Service ◽  
Local Development ◽  
Administrative Reform ◽  
Service Performance ◽  
Wastewater Management ◽  
Local Democracy ◽  
External Funding ◽  
Governance Reform ◽  
Positive View ◽  
Funding Sources

ABSTRACT This article seeks the construal of sounds local democracy and public service improvements in Indonesian decentralization context by bringing the example of wastewater management in Bandung Municipality. Data collected through series of interviews with respected individuals involved in wastewater service, particularly those who directly engage in water and sanitation projects funded by local and external funding sources. Despite the positive view on decentralization could create a more powerful local government in overseeing local development for more effective public service delivery.  It also could be tested by the fragile administrative system and the immature local democracy. In the case of wastewater service in Bandung Municipality, for example, the respected institution called PDAM Tirtawening (Bandung Municipality Water Supply Agency) shows less efficient use of fund compared to the same project funded by the AusAID (Australian AID) as one of Indonesian development partners. Sound governance and administrative reform should be employed to achieve better public service performance. Keywords: local democracy, decentralized Indonesia, Bandung Municipality, wastewater management, governance reform

scholarly journals Analysis of Public Satisfaction Index on the Regional Library Service at the Autonomous Regency

2018 ◽  
Vol 8 (4) ◽  
pp. 24-32
Author(s):  
Hardiyansyah ◽  
R. Junita ◽  
D. Triana ◽  
Koesharijadi ◽  
D. Mellita ◽  
...  
Keyword(s):  
Public Service ◽  
Average Score ◽  
Community Satisfaction ◽  
Library Service ◽  
Service Component ◽  
The Public ◽  
Satisfaction Index ◽  
Quantitative Descriptive ◽  
Descriptive Method

This study aims at finding out the community satisfaction index on the service of the Regional Library of Ogan KomeringIlir (OKI) regency. Through a quantitative descriptive method with questionnaire distribution to 150 respondents, the result showed that the public service has run well. As all components of the community satisfaction index were in "good" category with an average score of 77.61. The component of service that received the highest score was "courtesy and friendliness" of the serving personnel with a score of 3.22. Meanwhile, "terms of service" component got the lowest score 3.02. In other words, things related to various requirements in obtaining the service should be of particular concern because this component obtained the lowest score. There should be a solution to this problem so the community would be able to access the service easily without any complaints or dissatisfaction.

scholarly journals STUDI ANALISIS INDEKS KEPUASAAN STAKEHOLDERS TERHADAP PELAYANAN PUBLIK PADA BAGIAN HUMAS UIN SUNAN KALIJAGA YOGYAKARTA

2017 ◽  
Vol 9 (2) ◽  
pp. 15
Author(s):  
Mukhammad Sahlan
Keyword(s):  
Quality Improvement ◽  
Public Relations ◽  
Human Resources ◽  
Public Service ◽  
Quantitative Research ◽  
Government Officials ◽  
The Public ◽  
Satisfaction Index ◽  
Excellent Service ◽  
Descriptive Approach

This study aims to determine the index of stakeholders satisfaction to the public service at the Public Relations of UIN Sunan Kalijaga and to determine the factors that affect stakeholders index satisfaction to public services. This type of research is quantitative research with descriptive approach. The research location were ini UIN Sunan Kalijaga Yogyakarta, especially the public relations department. Data collection techniques used include questionnaires to a number of respondents, documentation and literature studies and interview. The results showed that in terms of the dimensions of Peoples Satisfaction Index (PSI) of service provided is considered good. It shows that in this dimension people are satisfied with the services provided by government officials. The factors that influence is a factor of human resources and infrastructure. Suggestions in this research is in order fulfilling service satisfaction remained servicing stakeholders it should be maximized although constrained by several supporting facilities and infrastructure. Service quality improvement through the human resources (HR) are well established and quality must be maintained and even enhanced by efforts to collaborate with other agencies or institutions that can provide training in the form of excellent service. Leaders have to think to reward employees achievers in order to be motivated in delivering services to its stakeholders. Keywords: Stakeholders Satisfaction Index, Public Service, Public Relations, UIN Sunan Kalijaga

scholarly journals ANALYSIS OF PUBLIC SATISFACTION IN DPMPTSP NAKER OF PANGKALPINANG CITY

2019 ◽  
Vol 3 (02) ◽  
pp. 46
Author(s):  
Devi Valeriani ◽  
Dian Prihardini Wibawa ◽  
Aning Kesuma Putri ◽  
Nanang Wahyudin
Keyword(s):  
Public Service ◽  
Public Services ◽  
Service Providers ◽  
Satisfaction Survey ◽  
Community Satisfaction ◽  
Cooperation Agreement ◽  
The Public ◽  
Service Unit ◽  
Satisfaction Index

<p><em>The quality of public service performance has a broad impact in various parts live, especially to achieve public welfare. Therefore the efforts to improve public services must be conducted continuously by  Dinas Penanaman Modal Pelayanan Terpadu Satu Pintu dan Tenaga Kerja (DPMPTSP NAKER) of Pangkalpinang. The Efforts to improve the quality of services must be conducted jointly, integrated, programmed, directed, and consistent by paying attention to the needs and expectations of the public, so that the services provided to the community can be given appropriately, quickly, cheaply, openly, simply and easily implemented. The purpose of the Community Satisfaction Index Survey preparation is to find out the performance of DinasPenanaman  Modal Pelayanan Terpadu Satu Pintu dan Tenaga Kerja of Pangkalpinang which will be used as a basis for making and establishing policies in order to improve the quality of public services.</em></p><p><em>The Survey of Community Satisfaction Index (IKM) is made refers to the provisions of  Peraturan Menteri Pendayagunaan Aparatur Negara dan Reformasi Birokrasi Republik Indonesia Number 14 Year2017 concerning Guidelines for Preparing the Community Satisfaction Survey of Public Service  Providers Units of at least 9 SKM Elements. The respondents of the survey were the people who were applying for licensing at DPMPTSP NAKER of Pangkalpinang amounted to 224 people. The Community Satisfaction Index Survey is collaborating with University of Bangka Belitung through the Institute for Research and Community Service (LPPM), which is formulated through a cooperation agreement with the service provider of Dinas Penanaman Modal Pelayanan Terpadu Satu Pintu dan Tenaga Kerja of Pangkalpinang.</em></p><p><em>Based on the results of the IKM survey with 9 elements, obtained the value of the service element which has the lowest value is the element of Requirement (U1) with a value of 3.193 and the element that has the highest value is the Cost / Tariff (U4) of 3.767. The community satisfaction survey in the DinasPenanaman Modal Pelayanan Terpadu Satu Pintu dan Tenaga Kerja of Pangkalpinang with a weighted NRR of 3.374 was converted into the public satisfaction index at a service unit of 84.36, which was categorized into B or good.</em><em></em></p><p><strong><em>Keywords:</em></strong><em> </em><em>Community Satisfaction Index</em><em>, </em><em>Public Satisfaction, Public Service</em><em></em></p>

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