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 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>

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

2018 ◽  
Vol 3 (2) ◽  
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>

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 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 Kajian Indeks Kepuasan Masyarakat terhadap Pelayanan Rumah Sakit Umum Daerah Pambalah Batung Amuntai

2020 ◽  
Vol 15 (1) ◽  
pp. 51-62
Author(s):  
Latifa Suhada Nisa ◽  
Maliani Maliani ◽  
Siska Fitriyanti ◽  
Dewi Siska
Keyword(s):  
Data Analysis ◽  
Public Service ◽  
Service Time ◽  
Satisfaction Survey ◽  
Community Satisfaction ◽  
Qualitative And Quantitative ◽  
Satisfaction Index ◽  
Complaint Handling ◽  
Improve Service Quality

Based on Law Number 25 Year 2009 regarding Public Services, every public service provider is demanded to always improve the quality of its services. One effort to meet the need to improve service quality is to carry out a Community Satisfaction Survey (SKM), where the implementation has been regulated in Permenpan No. 14 of 2017. SKM in this study was conducted at the Regional General Hospital (RSUD) Pambalah Batung Amuntai, Hulu Sungai Utara Regency (HSU). SKM is conducted to be able to measure and analyze the Community Satisfaction Index. Descriptive methods with qualitative and quantitative approaches (mix method) were used in this research. The results of data analysis showed that the IKM of Pambalah Batung Amuntai Hospital was 78.24, which is rated as "Good" category. Service elements that must be improved (poor category) are service time, complaint handling, facilities and infrastructure. The recommended strategic steps are making improvements in accordance with the recommendations in the 2018 SKM report and improving performance especially in elements that are less well categorized. Kata Kunci: Survei Kepuasan Masyarakat, Pelayanan Publik, RSUD Pambalah Batung Amuntai Abstrak Berdasarkan Undang-Undang Nomor 25 Tahun 2009 tentang Pelayanan Publik, setiap penyelenggara pelayanan publik dituntut untuk selalu memperbaiki kualitas pelayanannya. Salah satu usaha dalam rangka memenuhi kebutuhan perbaikan kualitas pelayanan tersebut adalah dengan melaksanakan Survei Kepuasan Masyarakat (SKM), dimana pelaksanaanya telah diatur di dalam Permenpan Nomor 14 Tahun 2017 tentang Pedoman Penyusunan Survei Kepuasan Masyarakat Unit Penyelenggara Pelayanan Publik. SKM dalam kajian ini dilakukan di Rumah Sakit Umum Daerah (RSUD) Pambalah Batung Amuntai, Kabupaten Hulu Sungai Utara (HSU). SKM dilakukan untuk mengukur dan menganalisa Indeks Kepuasan Masyarakat (IKM). Penelitian ini menggunakan metode deskriptif dengan pendekatan kualitatif dan kuantitatif (mix method). Hasil analisis data menunjukkan bahwa IKM RSUD Pambalah Batung Amuntai adalah 78,24, berada pada kategori “Baik”. Unsur pelayanan yang harus diperbaiki (kategori kurang baik) adalah waktu pelayanan, penanganan pengaduan, dan sarana prasarana. Rekomendasi langkah strategis yang perlu dilakukan adalah melakukan perbaikan sesuai dengan saran dalam laporan SKM tahun 2018 dan melakukan peningkatan kinerja terutama pada unsur dengan kategori kurang baik. Kata Kunci: Survei Kepuasan Masyarakat, Pelayanan Publik, RSUD Pambalah Batung Amuntai

scholarly journals ANALISIS INDEKS KEPUASAN MASYARAKAT MAL PELAYANAN PUBLIK KOTA PROBOLINGGO

2021 ◽  
Vol 3 (1) ◽  
pp. 56-61
Author(s):  
Melisa Srimurty Aprilia ◽  
Renny Candradewi Puspitarini
Keyword(s):  
Information System ◽  
Customer Satisfaction ◽  
Public Service ◽  
Digital Literacy ◽  
Public Services ◽  
Service Use ◽  
Satisfaction Survey ◽  
Community Satisfaction ◽  
Satisfaction Index

This study aims to describe the results of the analysis of the community satisfaction index in the Public Service Mall (MPP) in the City of Probolinggo. The community satisfaction index is a product of a community satisfaction survey whose guidelines can be found in the Regulation of the Minister of PAN-RB Number 14 of 2014. In it there are elements of assessment including conformity to service requirements, ease of service procedures, speed of service time, suitability of service products, competence of officers, behavior of officers, quality of facilities and infrastructure, handling of complaints on service use, and customer satisfaction. The existence of a community satisfaction survey is an effort to determine the quality of public services. For this reason, community satisfaction surveys need to be conducted periodically and the results must be published for the general public to know. This survey was conducted using data collection techniques by distributing questionnaires consisting of nine elements of questions that are loaded simply so that the pluralist respondents can easily understand them. The analysis was performed using descriptive quantitative data analysis. This study comes to the conclusion that the level of community satisfaction is quite good with public services at MPP. The procedures are easier and the staff at MPP are polite and friendly. However, there are still some shortcomings, for example a lack of resource facilities and also a special site for online complaints so that people can more easily provide opinions, suggestions, or criticisms of the services provided at MPP and this requires a further evaluation stage. Another recommendation is that the queue information system can be a solution to break down the congestion of public services at certain hours and certain days. In addition, through the queue information system, people with digital literacy can register, know and monitor queues online. Keywords: public service, customer satisfaction, public service mall, public satisfaction survey, public satisfaction index

scholarly journals Quality Assessment of the Services Delivered by a Court, Based on the Perceptions of Users, Magistrates, and Court Officials

2021 ◽  
Vol 13 (2) ◽  
pp. 504
Author(s):  
Patrícia Moura e Sá ◽  
Maria João Rosa ◽  
Gonçalo Santinha ◽  
Cátia Valente
Keyword(s):  
Service Quality ◽  
Service Providers ◽  
Service Performance ◽  
Technological Equipment ◽  
Perceived Service Quality ◽  
Positive View ◽  
Depth Interview

This paper aims to measure the quality of the services delivered by a court by assessing the satisfaction of court users and service providers, i.e., magistrates and court officials. For that purpose, a case study was carried out and data were collected by means of a questionnaire based on the SERVPERF instrument, in which perceived service quality is measured, considering court users, magistrates, and court officials’ perceptions of post-service performance. One hundred and fifty-eight questionnaires were successfully returned. An in-depth interview was later conducted to the court administrator to gain a richer understanding of the results achieved and ask follow-up questions. Overall, findings revealed that court users, magistrates, and court officials clearly have a positive view of the services provided, although improvement is needed, particularly in the court’s facilities and technological equipment. The current research sheds some light on the potentialities and difficulties of assessing service quality in the judiciary and contributes to the validation of the SERVPERF instrument in this context.

scholarly journals TQM DI RUMAH SAKIT

2019 ◽  
Author(s):  
vovi tridian ulfah ◽  
Rusdinal ◽  
Hade Afriansyah
Keyword(s):  
Service Quality ◽  
Medical Treatment ◽  
Community Service ◽  
Community Satisfaction ◽  
Private Hospitals ◽  
Number Of Patients ◽  
Satisfaction With Services ◽  
The Prestige

Abstrak¬¬-- a hospital is one of the community service centers that can accommodate people who will undergo medical treatment or care.the increasing number of people in Indonesia has resulted in a large number of patients to be dealt with, and it is evident that we can see that there are currently many private hospitals in circulation, thus reducing the prestige of public hospitals.To improve the quality of the hospital, it is necessary to improve the quality of the hospital, which is a challenge for leaders who are sick, especially in developing service quality, such as services from doctors, nurses, staff and other employees to increase community satisfaction with services. which is given

scholarly journals Analisis Pelayanan Obat-Obatan Dalam Kepuasan Konsumen Pada Apotek Syalom Amurang

2019 ◽  
Vol 8 (2) ◽  
pp. 67
Author(s):  
Irene Sinta Silalahi ◽  
Johny R. E. Tampi ◽  
Aneke Y. Punuindoong
Keyword(s):  
Service Quality ◽  
Product Quality ◽  
Public Service ◽  
Consumer Satisfaction ◽  
Quality Service ◽  
Community Satisfaction ◽  
Service Unit ◽  
City Community ◽  
Service Standards

This study aims to determine customer satisfaction with drug services at the Syalom Amurang Pharmacy. The focus of the research is, product quality, service quality, Emotional, Cost, and Price. The theory used in this study is the theory of Consumer Satisfaction by Lupyoadi. In this study using qualitative methods, data collection techniques are carried out through observation, interviews and documentation. The informants in this study were the Amurang City Community who had bought medicine at the Syalom Pharmacy. Location research at Syalom Amurang Pharmacy, with the basis used in law No. 25 of 2009 concerning the standard of public service, the standard of service that has been determined by the service unit, working to serve every citizen and resident to fulfill their rights is not the need for basic needs within the framework of service. Pharmacy units the importance of the service of medicines in community satisfaction can be measured by a predetermined standard, namely, service satisfaction for the services of the Syalom Pharmacy in Amurang in terms of service requirements, product quality, price, service quality, emotional, cost. From the 5 service standards there are results that state that they are not satisfied with the quality of service, product quality emotionally satisfied to eat a short service time, customer fees or rates according to and satisfied with service, price and cost, product quality, Syalom pharmacy Amurang field observation.

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