scholarly journals Indeks Kepuasan Masyarakat Terhadap Layanan Infrastruktur Di Kecamatan Ujung Pangkah Kabupaten Gresik

MANAJERIAL ◽  
2021 ◽  
Vol 8 (03) ◽  
pp. 305
Author(s):  
Roziana Ainul Hidayati
Keyword(s):  
Service Quality ◽  
Research Area ◽  
Service Satisfaction ◽  
Clean Water ◽  
Water Infrastructure ◽  
Community Satisfaction ◽  
The Road ◽  
Satisfaction Index ◽  
A Value ◽  
Health Infrastructure

Background : Based on the results of research in the coastal area of ​​Gresik Regency in Ujungpangkah District and Panceng District, it is known that the category of Developing Village in Ujung Pangkah District is Pangkah Kulon Village, Banyu Urip Village, Bolo Village, Pangkah Wetan Village, Gosari Village, Cangaan Village, Karangrejo Village, Tanjang cloud Village, Glatik Village, Ketapang Lor Village and Ngemboh Village. Meanwhile, Sekapuk Village is the only independent village in Ujungpangkah District. Meanwhile, Kebonagung Village is the only Disadvantaged Village in Ujungpangkah District. The average IPD variable whose condition is lagging and not yet independent occurs in almost all villages in Ujung Pangkah District. Based on this, the researcher intends to follow up by measuring community satisfaction with the availability of infrastructure in Ujung Pangkah District. Purpose : The measurement of community satisfaction is intended to find out how far the actual level of community satisfaction with the availability of infrastructure is still minimal. Design/Methodology/Approach : Research on the Community Satisfaction Index for Infrastructure Services in Ujung Pangkah District by taking the research area is all villages in Ujung Pangkah District except Sekapuk Village using descriptive quantitative methods. Result and Discussion: The results of the study indicate that the Road Infrastructure Service Satisfaction Index obtained a value of 79.03 with service quality category B (Good). The land transportation infrastructure service satisfaction index obtained a value of 68.06 with the quality of service included in category C (less good). The Health Infrastructure Service Satisfaction Index obtained a value of 77.92 with service quality including category B (Good). The Education Infrastructure Service Satisfaction Index obtained a value of 76.39 with service quality including category C (less good). The Clean Water Infrastructure Service Satisfaction Index obtained a value of 82.22 with service quality including category B (Good). The Housing Infrastructure Service Satisfaction Index obtained a value of 74.31 with service quality including category C. (less good). Conclusion: the Road Infrastructure Service Satisfaction Index category B. The land transportation infrastructure service satisfaction index category C. The Health Infrastructure Service Satisfaction Index category B. The Education Infrastructure Service Satisfaction Index category C (less good). The Clean Water Infrastructure Service Satisfaction Index category B (Good). The Housing Infrastructure Service Satisfaction Index category C. Research Limitation: the research area is all villages in Ujung Pangkah District except Sekapuk Village Research Implication: These results imply that it is necessary for the sub-district and related agencies to repair infrastructure whose value is still category C or less good, and infrastructure that has a value of category B, can be improved again to a better service or Category A Acknowledgement: This research was carried out in collaboration with UjungPangkah District and was funded by the Institute for Research and Community Service (LPPM) Universitas Muhammadiyah Gresik.  

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 Analisis Kepuasan Masyarakat Terhadap Pelayanan 27 Puskesmas di Kabupaten Mojokerto Berdasarkan Indeks Kepuasan Masyarakat

2020 ◽  
Vol 15 (2) ◽  
Author(s):  
Kuswadi Rustam
Keyword(s):  
Service Quality ◽  
Health Centre ◽  
Weighted Average ◽  
Sampling Technique ◽  
Public Institution ◽  
Community Satisfaction ◽  
Public Health Centre ◽  
Average Value ◽  
Satisfaction Index ◽  
Complaint Handling

The Measurement of community satisfaction in the healthy sector is an important element in the evaluation of the performance of the Govermnent in Mojokerto Regency. In this case, the Public Health Centre (PHC) should become a public institution based on community-based services which is the best, efficient, and more effective. For this reason, research on the level of satisfaction of PHC in Mojokerto is aimed to determine the correlation among satisfaction index and the community expectations in a PHC services in Mojokerto Regency. The method was used is a qualitative descriptive, the research is designed to combines qualitative and quantitative data. The object of the research is the people who use the PHC in 27 sub-districts in Mojokerto district. The sampling technique used in this study was purposive accidental sampling at the research location with 150 respondents per PHC location. Respondent data collection was carried out by interview and questionnaire techniques. the obtained data then calculated the weighted average value, community satisfaction index (IKM) and conversion in the form of a table of perception and IKM values. The results of the analysis show that the highest average conversion value of each service element of the 27 PHC is the conversion value of the cost / tariff element (U4) of 89.01 or reaches the service quality value is A. While the lowest average conversion value is the service element of complaint handling. (U4) 84.40, is in the value of service quality is B, while the other 20 of other PHC status is Good IKM.

scholarly journals KEPUASAN PELANGGAN BERDASARKAN DIMENSI TIMELINESS KUALITAS JASA EVANS DAN LINDSAY DENGAN METODE IMPORTANCE PERFORMANCE ANALYSIS

2017 ◽  
Vol 5 (1) ◽  
pp. 82
Author(s):  
Puput Hermanti
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Mental Hospital ◽  
Wait Time ◽  
Hospital Performance ◽  
Community Satisfaction ◽  
Importance Value ◽  
Cross Sectional ◽  
Satisfaction Index

Based on Keputusan Menteri Pendayagunaan Aparatur Negara Nomor KEP/25/M.PAN/2004  level of customer satisfaction of a service can be judged by the Community Satisfaction Index, there are fourteen elements of these services have a standard that is equal to 85%. General clinic and specialist in Menur Mental Hospital Surabaya  has a Community Satisfaction Index by 75.11% which is below the standard of 85%. This research was purposed to analyzing customer satisfaction  based on the level of importance of hospital performance in timeliness dimension of Evans and Lindsay service quality with importance performance analysis method. The research design  was observational with cross sectional approach. Research conducted on November  2016 included 98 customer in General clinic and Specialist in Menur Mental Hospital Surabaya  as respondents. Data were analyzed by Importance Performance Analysis. The result showed respondents considered that all aspects of the timeliness dimension is very important, especially for check the wait time ≤ 60 minutes aspect with mean importance  value is 3.58, and performance service respondents considered check wait time ≤ 60 minutes aspect had smaller mean value performance (2.44) from the mean performance timeliness (2.84). The conclusion is customer not satisfied with timeliness dimension of Evans and Lindsay service quality. Keywords: Customer Satisfaction,  Importance-Performance Analysis, Timeliness

scholarly journals ANALISIS KEPUASAN MASYARAKAT PADA KANTOR PELAYANAN PERIZINAN TERPADU (KPPT) KOTA MOJOKERTO

2017 ◽  
Vol 1 (2) ◽  
pp. 124
Author(s):  
Sukesi Sukesi
Keyword(s):  
Service Quality ◽  
Public Service ◽  
Random Sampling ◽  
Service Providers ◽  
Positive Response ◽  
Service Satisfaction ◽  
Community Satisfaction ◽  
Public Companies ◽  
Product Service ◽  
Qualitative Descriptive

The significance of quality is valuable to the satisfaction of society is the company's capital in selling service products. Without exception public companies are improving both service quality and products. Service quality should be done consistently, KPPT Mojokerto City as the providers of public service, whose populated with UMKM business areas. It’s required to provide quality services not only value, but the convenience of service. In order to know (1)The level of community satisfaction the service of KPPT Mojokerto City;(2)And Analyze the results of the assessment of SKM. Qualitative descriptive and 9 elementsanalysis tools and 18 indicators of assessment are developing, based on Peraturan Menteri PAN-RB No.16 2014 about SKM guidelines for Public Service Providers. Research using random sampling accidental proportional gain 100 respondents. The result of all variables, the level of user service satisfaction, has score category B (good). The result of index score 76.35 means that, generally satisfaction society in a good category. With index of service quality as the expectations from willingness to give positive response for each type of product service. For advice, it’s should be able to provide transparency of services related to applicant for permits regarding provisions/rules/standards costs on each type of license. Keywords:Qualitative,Research,service quality, public service,satisfaction society

scholarly journals Study of the public service satisfaction degree in China city

2021 ◽  
Vol 236 ◽  
pp. 03024
Author(s):  
Chen Fan ◽  
Wang Shengjin
Keyword(s):  
Service Quality ◽  
Public Service ◽  
Latent Variables ◽  
Structural Equation ◽  
Service Satisfaction ◽  
The Public ◽  
Satisfaction Index ◽  
Index Model ◽  
Satisfaction Degree

The measurement of public service satisfaction involves many latent variables and the validation of a causal model, and the application of structural equation modelling can effectively solve these problems. This study constructs a customer satisfaction index model for measuring the satisfaction degree of public service in China City. The main factors and its loading coefficients of affecting the public service quality of China City are verified; what’s more, the suggestions on improving the satisfaction degree of public service quality are proposed.

scholarly journals INDEKS KEPUASAN MASYARAKAT DALAM PELAYANAN PUBLIK PADA DINAS KEPENDUDUKAN DAN CATATAN SIPIL KABUPATEN CIREBON

2019 ◽  
Vol 12 (02) ◽  
pp. 51-63
Author(s):  
Subhan Haris
Keyword(s):  
Public Service ◽  
Public Services ◽  
Public Organizations ◽  
Service Satisfaction ◽  
Community Satisfaction ◽  
Satisfaction Index

One indicator to measure the success of public organizations that provide services to thecommunity is community satisfaction. Of course the problems that arise can be seen fromthe complaints felt by the recipient community. The purpose of this study was to find out:the index of community satisfaction with public services at the Cirebon RegencyPopulation and Civil Registry Service and the factors that influence the level of communitysatisfaction at Disdukcapil Cirebon District. The type of research used is descriptiveresearch, a study conducted to obtain a description/description of the implementation ofservice.Keywords: Public Service, Satisfaction Index, Disdukcapil

scholarly journals ANALYSIS OF SERVICE QUALITY SATISFACTION OF E-KTP SERVICE AT PUBLIC ADMINISTRATION AND CIVIL REGISTRATION OFFICE OF BOGOR DISTRICT

2018 ◽  
Vol 3 (2) ◽  
pp. 55
Author(s):  
Shafira Rizq ◽  
Moh Djemdjem Djamaludin ◽  
Yani Nurhadryani
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Cross Sectional Study ◽  
Cross Sectional ◽  
Civil Registration ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
A Value ◽  
Almost All

<p>The purpose of this study was to analyze the satisfaction of service quality in the E-KTP service of the Bogor District Population and Civil Registration Service. The design of this study was a cross-sectional study at Disdukcapil Bogor District. The method used in this study is Servqual, importance performance analysis (IPA), and customer satisfaction index (CSI) with 100 respondents selected using a convenience technique. The result of customer satisfaction index analysis shows that the community has been "quite satisfied" with a value of 61%, and is more inclined towards dissatisfaction. This is in accordance with the results of satisfaction using Servqual analysis (service quality), Disdukcapil's performance has not been able to meet the expectations of the community in almost all indicators, except the indicator "costs to be incurred". The indicator has a positive value, but is still small and close to zero, which is only 0.01. The results of importance performance analysis (IPA) indicate that there is a need to improve the indicators of ease of handling requirements, speed of service processes and facilities and physical condition of service office buildings.</p>

scholarly journals Penggunaan Fuzzy Servqual Untuk Pengukuran Peningkatan Kualitas Pelayanan Pelanggan Dompet Digital

2021 ◽  
Vol 5 (2) ◽  
pp. 117
Author(s):  
Anastasia Siwi Fatma Utami ◽  
Feri Prasetyo Prasetyo
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Service Providers ◽  
Positive Impact ◽  
Quality Of Services ◽  
Five Dimensions ◽  
Satisfaction Index ◽  
A Value ◽  
Digital Wallet

Non-cash transactions are increasingly being used because they provide convenience and speed in conducting transactions. The development of technology on smartphones makes non-cash transactions can be easily used by anyone with the Digital Wallet service. There are many Digital Wallet service providers, namely, Go-Pay, Ovo, Dana and many more. With this service, it is necessary to measure customer satisfaction with the quality of services provided so that service providers know the features that are most needed by customers and strategies that must be implemented in order to continue to compete and have a positive impact on customers.This research was conducted using the Fuzzy Servqual method. The sample of this research is Bekasi City residents who use Digital Wallet services. Measurements were made based on five dimensions of service quality namely reliability, responsiveness, assurance, empathy, tangibles. The five dimensions of service quality indicate a negative gap between the service received and the service expected by the customer. While the Customer Satisfaction Index (CSI) produces a value that can be categorized into the "Satisfied" criteria.

scholarly journals An Analysis of Service Quality Towards Customer Satisfaction Using Importance Performance Analysis (IPA) Method

2021 ◽  
Vol 2 (4) ◽  
Author(s):  
Dhea Arghisa ◽  
Sulisti Afriani ◽  
Abdul Rahman
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Service Satisfaction ◽  
Level Of Service ◽  
Satisfaction Index ◽  
Descriptive Research ◽  
Is Research ◽  
Physical Evidence ◽  
The Difference

The purpose of this study was to measure the level of service satisfaction provided by Bank Bengkulu Sub-Branch Ipuh to customers, determine the dimensions of service expected by customers (expected) and those received by customers (perceive) and examine the difference (gap) between service quality expected by customers. customers with the quality of service received by customers. This research is a type of descriptive research with a quantitative approach. Descriptive research is research that leads to the disclosure of a problem or situation as it is and reveals an existing fact, although sometimes interpretation or analysis is given. Based on the results of the calculation of the Customer Satisfaction Index (IKP) Bank Bengkulu Ipuh Sub-Branch obtained a total service satisfaction score of 64.64 which is included in the quite satisfactory category. There are 5 dimensions of service quality tested, there is 1 dimension with a satisfactory assessment, namely the dimension of physical evidence (69,76). While the other 4 dimensions, namely reliability (63.20), responsiveness (65.12), assurance (63.04) and empathy (62.40) each received a satisfactory rating. Based on these results, it can be concluded that the level of service quality of Bank Bengkulu Sub-Branch Ipuh is considered satisfactory according to customers of Bank Bengkulu Sub-Branch Ipuh.

Sign in / Sign up

Export Citation Format

Share Document