The Service Quality of Population Document to Improve Community 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.

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The level of satisfaction among orthodontic removable appliances patients

Padjadjaran Journal of Dentistry ◽

10.24198/pjd.vol24no3.26831 ◽

2012 ◽

Vol 24 (3) ◽

Author(s):

Fatin Nadhirah Kamaludin Latifi ◽

Ida Ayu Evangelina ◽

Sri Susilawati

Keyword(s):

Quality Of Life ◽

Total Sample ◽

Community Satisfaction ◽

Satisfaction Index ◽

Level Of Satisfaction ◽

Study Population ◽

Definition Of ◽

Removable Appliances ◽

Over Time

Introduction: Patient satisfaction is like many other psychological concepts, it is easy to understand but hard to define. The concept of satisfaction overlaps with similar themes such as happiness, contentment, and quality of life. Satisfaction is not some pre-existing phenomenon waiting to be measured, but a judgment that people form over time as they reflect on their experience. A simple and practical definition of satisfaction would be the degree to which desired goals have been achieved. Methods: The type of this research is descriptive with survey methode. Data is collected through questionnaire with the total sample of 150 respondents. The study population was based on accidental sampling, by which the sample was selected depending on who came to Orthodontic Department of RSGM FKG UNPAD, Bandung by the researcher during the period of the research. Results: The data is then analyzed using Community Satisfaction Index (Indeks Kepuasan Masyarakat) or IKM that which shows that 13 out of 14 indicators are still in B grade and overall IKM value of 7.90%, which means that the level of satisfaction has yet not met the expectation among removable appliances patients in Orthodontic Department of RSGM FKG UNPAD, Bandung. Conclusion: The level of satisfaction among removable appliances patients 0rthodontic are still have not met the patients’ expectation.

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TQM DI RUMAH SAKIT

10.31227/osf.io/bjvug ◽

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

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

JURNAL ADMINISTRASI BISNIS ◽

10.35797/jab.8.2.2019.23564.67-74 ◽

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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Fuzzy servqual implementation in evaluation of agricultural extention officer service quality

Jurnal Teknologi dan Sistem Komputer ◽

10.14710/jtsiskom.7.4.2019.147-153 ◽

2019 ◽

Vol 7 (4) ◽

pp. 147-153

Author(s):

Dewi Suranti ◽

Yupianti Yupianti

Keyword(s):

Quality Of Service ◽

Customer Satisfaction ◽

Service Quality ◽

Direct Evidence ◽

Agricultural Extension ◽

Satisfaction Index ◽

Customer Satisfaction Index

This study aims to measure the quality of service of agricultural extension workers at the UPT. BPP Sukaraja uses the fuzzy service quality (servqual) method by grouping question attributes into five service dimensions criteria, namely the dimensions of tangibles (direct evidence), reliability (responsibility), responsiveness, assurance, and empathy. The study showed that the value of the gap that requires the priority of improvement and improvement in service quality is the dimension of Tangibles with a negative gap value of -0.45 that means that the expectations of farmers are still not achieved. The customer satisfaction index is 87.93%, which means farmers are satisfied with the services provided. The study can be a motivation to improve the quality of service to farmers for UPT BPP Sukaraja.

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Pengaruh Kualitas Layanan Terhadap Tingkat Kepuasan Masyarakat Pada Kantor Imigrasi Bengkalis

IQTISHADUNA: Jurnal Ilmiah Ekonomi Kita ◽

10.46367/iqtishaduna.v9i1.222 ◽

2020 ◽

Vol 9 (1) ◽

pp. 102-114

Author(s):

Muhammad Fadhil Junery ◽

Nur Asyira

Keyword(s):

Data Collection ◽

Service Quality ◽

Quantitative Method ◽

Central Government ◽

Sampling Technique ◽

Community Satisfaction ◽

Convenience Sampling

This research aims to determine the immigration office services providing services to the community and how much influence the quality of immigration office services on the level of community satisfaction. This research uses a descriptive quantitative method. The population in this research amounted to 21613 people. While sampling uses the Slovin formula with convenience sampling technique so that a sample of 100 people is obtained. Data collection techniques used were observation, interviews, documentation, questionnaires and literature studies. The results of this research are that the service at the Bengkalis Immigration Office has been well fulfilled based on the determination of the central government. Then the service quality of Bengkalis Immigration Office has a significant effect on the level of community satisfaction with a percentage of influence of 68.6% and the remaining 31.4% is influenced by other variables.

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Factors Affecting Customer Satisfaction of the Wi–Fi Services

Jurnal Teknologi ◽

10.11113/jt.v60.1448 ◽

2012 ◽

Vol 60 (1) ◽

pp. 57-63

Author(s):

Nora Muda ◽

Nur Riza Mohd Suradi

Keyword(s):

Quality Of Service ◽

Performance Analysis ◽

Customer Satisfaction ◽

Service Quality ◽

Factors Affecting ◽

Satisfaction Index ◽

Customer Satisfaction Index ◽

Five Factors ◽

Contrast Analysis

Measuring the quality of service and customer satisfaction is ultimately important for ISPs to remain in business. In order to achieve a good quality of service, understanding the two-way relationship among customers in a variety of patterns of quality of service is crucial. Three methods of analysis namely; Penalty Rewards Contrast Analysis (PRCA), Importance Performance Analysis (IPA) and Customer Satisfaction Index (CSI) were used in the analysis to identify the causes of the main problems that affect the level of customer satisfaction. For the PRCA analysis, factors that were categorized as onedimensional are service quality, promotion, as well as payment of bills of paid Wi-Fi services and the promotional factor of free Wi-Fi services. Based on the IPA results, there were eight attributes for paid Wi-Fi services and four attributes of free Wi-Fi services in the first quadrant. These attributes are important but their performance are low. Therefore, these attributes need to be emphasized further to increase their level of performance. Meanwile, the CSI analysis showed that all five factors are found to be at a good level and being categorized in the indifferent zone. Keywords: Wi-Fi; customer satisfaction Index; penalty reward contrast analysis; important performance analysis Pengukuran kualiti perkhidmatan dan kepuasan pelanggan adalah sangat penting bagi ISP untuk kekal dalam perniagaan. Bagi mencapai kualiti perkhidmatan yang baik, memahami hubungan dua hala di kalangan pelanggan di pelbagai corak kualiti perkhidmatan adalah penting. Tiga kaedah analisis iaitu Analisis Kontras Hukuman Ganjaran (PRCA), Analisis Kepentingan Prestasi (IPA) dan Indeks Kepuasan Pelanggan (CSI) telah digunakan dalam analisis bagi mengukur kepuasan pelanggan untuk mengenal pasti punca masalah utama yang memberi kesan kepada tahap kepuasan pelanggan. Untuk analisis PRCA, faktor-faktor yang telah dikategorikan sebagai satu dimensi adalah faktor kualiti perkhidmatan, kenaikan pangkat, serta pembayaran bil-bil perkhidmatan Wi-Fi berbayar dan faktor promosi perkhidmatan Wi-Fi percuma. Berdasarkan keputusan IPA, terdapat lapan atribut untuk perkhidmatan Wi-Fi berbayar dan empat atribut bagi perkhidmatan Wi-Fi percuma berada dalam kuadran pertama. Atribut-atribut ini didapati penting tetapi prestasi mereka adalah rendah. Oleh itu, atribut-atribut ini perlu diberi penekanan untuk meningkatkan lagi tahap prestasi mereka. Manakala, analisis CSI pula menunjukkan bahawa kesemua lima faktor didapati berada pada tahap yang baik dan yang dikategorikan dalam zon acuh tak acuh. Kata kunci: Wi-Fi; indeks kepuasan pelanggan; analisis kontras penalti ganjaran; analisis kepentingan prestasi

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Hubungan Kualitas Pelayanan Rawat Inap Dengan Indeks Kepuasan Masyarakat Puskesmas Wonosari

Jurnal Keperawatan Profesional ◽

10.33650/jkp.v8i2.1429 ◽

2020 ◽

Vol 8 (2) ◽

pp. 16-23

Author(s):

Lilik Mulyati

Keyword(s):

Health Center ◽

Service Providers ◽

Community Health Center ◽

Bivariate Analysis ◽

P Value ◽

Community Satisfaction ◽

Cross Sectional ◽

Spearman Rank ◽

Satisfaction Index

Community satisfaction measurements are intended to determine the level of community satisfaction with the services provided and provide an opportunity for the community to assess the services that have been received.The design of this study is quantitative with a Cross-Sectional approach. The study was conducted by involving 59 respondents taken by accidental sampling. The study was conducted in April until May 2019 at Wonosari Health Center, Bondowoso Regency. The measuring instrument used was a questionnaire, then bivariate analysis was performed with Spearman Rank Analysis, with a significance of p = 0.05. The results of the Spearman Rank statistical test with significance levels p <0.05. Obtained p-value 0,000 which means There is a Relationship between the Quality of Inpatient Services and the Wonosari Community Health Center Community Satisfaction Index with a correlation coefficient of 0.714. The quality of inpatient care results in an index of community satisfaction when receiving health services provided. The quality of this service can ultimately provide several benefits, including the establishment of harmonious relationships between service providers and customers, providing a good basis for creating customer loyalty and building a favorable recommendation for these service providers.

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PENGARUH KUALITAS PELAYANAN, KEPERCAYAAN DAN KOMITMEN TERHADAP KEPUASAN MASYARAKAT (Studi di Kelurahan Pandean Lamper Kecamatan Gayamsari Kota Semarang)

Fokus Ekonomi : Jurnal Ilmiah Ekonomi ◽

10.34152/fe.14.2.324-336 ◽

2019 ◽

Vol 14 (2) ◽

pp. 324-336

Author(s):

Yuliati Yuliati ◽

Susanti Wahyuningsih

Keyword(s):

Regression Analysis ◽

Data Analysis ◽

Service Quality ◽

Significant Influence ◽

Analysis Tool ◽

Significant Positive Effect ◽

Community Satisfaction ◽

Data Analysis Tool ◽

Positive Effect

The purpose of this study was to analyze the influence of service quality, trust and commitment to community satisfaction. The population in this study were all people who used services in Pandean Lamper Village, Gayamsari District, Semarang City, amounting to 741 people (Data for April-May 2016). While the samples taken were 88 people. Sampling uses stratified proportional sampling. The data analysis tool used in this study is multiple regression analysis. Based on the results of the study: There is a significant positive effect between the quality of service on community satisfaction. There is a significant influence between trust in community satisfaction. There is a significant influence between commitment to community satisfaction. There is a significant influence between service quality, trust and commitment to community satisfaction

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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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