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

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.

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ANALYSIS OF PUBLIC SATISFACTION IN DPMPTSP NAKER OF PANGKALPINANG CITY

AFEBI Management and Business Review ◽

10.47312/ambr.v3i02.200 ◽

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

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.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.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.Keywords: Community Satisfaction Index, Public Satisfaction, Public Service

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

ENDLESS : International Journal of Future Studies ◽

10.54783/endless.v2i2.136 ◽

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.

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ANALYSIS OF PUBLIC SATISFACTION IN DPMPTSP NAKER OF PANGKALPINANG CITY

AFEBI Management and Business Review ◽

10.47312/ambr.v3i2.200 ◽

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

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.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.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.Keywords: Community Satisfaction Index, Public Satisfaction, Public Service

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ANALISIS INDEKS KEPUASAN MASYARAKAT MAL PELAYANAN PUBLIK KOTA PROBOLINGGO

Publicio: Jurnal Ilmiah Politik, Kebijakan dan Sosial ◽

10.51747/publicio.v3i1.497 ◽

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

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

10.31219/osf.io/3z7nv ◽

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.

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ANALISIS INDEKS KEPUASAN MASYARAKAT (IKM) DI KANTOR KECAMATAN PALARAN KOTA SAMARINDA

Jurnal Administrative Reform ◽

10.52239/jar.v6i1.1896 ◽

2019 ◽

Vol 6 (1) ◽

pp. 19

Author(s):

. Emi

Keyword(s):

Public Service ◽

Public Services ◽

Weighted Average ◽

Sample Population ◽

Community Satisfaction ◽

District Office ◽

Average Percentage ◽

Average Value ◽

Satisfaction Index

This study aims to identify and analyze the Community Satisfaction Index (HPI) to public service organized by the District Office Palaran. Besides, this study also aimed to determine the factors supporting and hindering the implementation of public services at the District Office Palaran. This study uses a combined approach between quantitative and qualitative descriptive. A quantitative approach using the sample population as a source of data while the qualitative approach featuring informant as speakers or participants in answering the problem of research. The results showed that the average percentage method, Community Satisfaction Index (HPI) to public service organized by the District Office Palaran is 70.1%, this means that the quality of public services produced in the category quite well. While the results of the analysis by the method of the weighted average value, generating Community Satisfaction Index (HPI) to public service organized by the District Office Palaran with a score of 87.25, which means the value perception and quality of public services organized by the District Office in the category Palaran very Good (Grade A).Keyword : satisfaction, society, public service

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Non-Face-to-Face Public Services and Perceptions of Public Organizations

Sustainability ◽

10.3390/su132112185 ◽

2021 ◽

Vol 13 (21) ◽

pp. 12185

Author(s):

Da-Hee Lim ◽

Dae-Woong Lee

Keyword(s):

Public Administration ◽

Public Service ◽

Public Services ◽

Public Organizations ◽

Structural Equations ◽

Public Research ◽

Institute Of Public Administration ◽

Face To Face ◽

The Government ◽

Structural Equations Model

Public services are the primary channels and government activities in which citizens contact public organizations. In turn, public services provided by the government are critical for citizens to recognize public organizations and governments according to their content and procedure. With the onset of COVID-19, the existing face-to-face public service delivery system has shown limitations in meeting citizens’ needs for public services (fastness, transparency, and safety); as a result, a shift to non-face-to-face public services is required. The study proposes the question: “How does citizens’ satisfaction with non-face-to-face public services affect public organizations (response and transparency) and government satisfaction?”. The purpose of this study is to verify the effect of satisfaction (content and procedural) with non-face-to-face public services on the perception (responsiveness and transparency) of public organizations and governments’ satisfaction. Specifically, non-face-to-face public services are divided into content and procedural aspects to analyze the responsiveness and transparency of public organizations and their impact on government satisfaction. This study used a structural equations model for analysis and used data collected in 2019 by the Korea Institute of Public Administration, a representative public research institute in Korea. The main analysis results are as follows: the responsiveness and transparency of public organizations increased alongside satisfaction with content and procedural satisfaction with non-face-to-face public services, and government satisfaction increased with responsiveness to and transparency toward public organizations.

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KUALITAS PELAYANAN PUBLIK DALAM MEMENUHI KEPUASAN MASYARAKAT DI KANTOR IMIGRASI KELAS I KHUSUS SURABAYA

JPAP Jurnal Penelitian Administrasi Publik ◽

10.30996/jpap.v3i1.1226 ◽

2017 ◽

Vol 3 (1) ◽

Author(s):

Rachman Rahardian ◽

Zakariya Zakariya

Keyword(s):

Service Quality ◽

Public Service ◽

Public Services ◽

Class I ◽

Community Satisfaction ◽

Five Dimensions ◽

The People ◽

Immigration Service ◽

The Government

Quality Of Public Service in Fulfilling Community Satisfaction in Class Of Immigration Class I Special Surabaya. Public services in accordance with Act No. 25 of 2009 on the public service is a form of services either in the form of public goods, one form of public service held by the government is meeting the needs of society in the manufacture of passports by the Immigration Office. However, in the provision of services performed, there are problems that often occur like, there is always a long queue, inadequate parking space. Special Class I Immigration Office Surabaya is one of the facilities that serve service traveling abroad. The focus of research at the Immigration Service Quality Class I Special Surabaya measured using the five dimensions of service quality (SERVQUAL) According to Parasuraman, namely Tangible, Realibility, Responsiveness, Assurance, Empathy. This study used a qualitative descriptive approach. Results from the study show that: 1) The services in Class I Special Immigration Office of Surabaya in society already said enough good can be seen from the Tangible, Realibility, Responsiveness, Assurance, Empathy. 2) Conditions of service given Class I Special Immigration Office Surabaya to communities based on Tangible, Realibility, Responsiveness, Assurance, Empathy has been said to be quite good. 3) community satisfaction with the services in Class I Special Immigration Office Surabaya already be quite good, which includes Realibility, Assurance, Empathy. But the satisfaction of the people are still not satisfied because there are said to be found lacking from the dimension Tangible, Responsiveness. 1) The services in Class I Special Immigration Office of Surabaya in society already said enough good can be seen from the Tangible, Realibility, Responsiveness, Assurance, Empathy. 2) Conditions of service given Class I Special Immigration Office Surabaya to communities based on Tangible, Realibility, Responsiveness, Assurance, Empathy has been said to be quite good. 3) community satisfaction with the services in Class I Special Immigration Office Surabaya already be quite good, which includes Realibility, Assurance, Empathy. But the satisfaction of the people are still not satisfied because there are said to be found lacking from the dimension Tangible, Responsiveness. Keywords: Quality of Public Services, Public Satisfaction

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Analisis Pelayanan Publik di Kabupaten Kutai Kartanegara

Jurnal Ilmu Administrasi Media Pengembangan Ilmu dan Praktek Administrasi ◽

10.31113/jia.v15i2.162 ◽

2018 ◽

Vol 15 (2) ◽

pp. 212-226

Author(s):

Efri Novianto

Keyword(s):

Public Service ◽

Public Services ◽

Service Providers ◽

Average Level ◽

Community Satisfaction ◽

The Law ◽

The Right ◽

Survey Approach

It is the right of every citizen to get good and quality public services. Community satisfaction is an indicator of the success of these public service providers, therefore public service providers should be directed to increasing community satisfaction. This study uses a survey approach. Respondents were 120 people selected by accidental techniques and spread in 6 sub-districts. Based on the results of the study, the average level of compliance of the service units (districts) in Kutai Kartanegara District against the Law on Public Services was only 69.83 (yellow zone) with the medium compliance category. While the level of community satisfaction is -0.43 or less satisfied with the services provided. However, the average IKM is 87.71 with an A title or very good.

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