Improving Service Quality in the Banyuwangi Regency Government through Community Satisfaction Index
Abstract
The measure of the success of service delivery is determined by the level of satisfaction of service recipients. Satisfaction of service recipients is achieved if service recipients receive services in accordance with what is needed and expected. This research aims to measure excellent service quality based on the perspective of community participation through a community satisfaction index survey stipulated in the Decree of the Minister of Administrative Reform No. 14 of 2017 concerning Guidelines for Preparing IKM for Government Agency Service Units. The survey used a purposive survey method approach, taking 165 respondents who received sub-district office services in Banyuwangi Regency. Inferential analysis of community satisfaction survey data is used to measure the community satisfaction index and service quality from the perspective of the community receiving services. The results of this research show a value of 93.16 which explains that the public can feel very satisfied with the services of the sub-district office, while the IPA measurement obtained a value of 3.73, which means that employees at the sub-district office are able to provide excellent service and provide excellent service in the community service process. The results of this survey can be concluded that measuring the community satisfaction index is relevant and more effective for assessing the quality of services provided by local government officials.
Downloads
References
Agustini, S. (2020). Analisis Indeks Kepuasan Pelanggan terhadap Layanan Perencanaan, Anggaran, dan Pelaporan. Efisiensi- Jurnal Kajian Ilmu Administrasi, Vol. 17(1), 1–14
Awaludin, T., Banga, W., & Basri, M. (2020). Pengaruh Kualitas Layanan Pegawai Terhadap Kepuasan Masyarakat (Studi Pada Pengguna Jasa Kepabeanan dan Cukai, Kantor Bea Dan Cukai Kendari). Publica: Jurnal Administrasi Pembangunan Dan Kebijakan Publik, Vol. 11(1), 72–81
Damayanti, L. D., Suwena, K. R., & Haris, I. A. (2019). Analisis Kepuasan Masyarakat Terhadap Pelayanan Publik Berdasarkan Indeks Kepuasan Masyarakat (Ikm) Kantor Kecamatan Sawan Kabupaten Buleleng. Jurnal Pendidikan Ekonomi Undiksha, 21-32.
Dwiyanto. A, (2015). Mewujudkan Good Governance Melalui Pelayanan. Publik. Pustaka Pelajar.
Eldo, D. H. A. P., & Prabowo, S. (2021). Analisis Indeks Kepuasan Masyarakat Pada Pelayanan Kelurahan Di Kecamatan Tegal Barat Kota Tegal Tahun 2020. Caraka Prabu : Jurnal Ilmu Pemerintahan, Vol. 5(1), 39-51.
Hardiyansyah. (2011). Kualitas Pelayanan Publik Konsep, Dimensi, dan Implementasinya. Yogyakarta: Gava Media
Islami, N. (2022). Analisis Indeks Kepuasan Masyarakat Dalam Pelayanan Publik Pada Kecamatan Pujon, Ngantang Dan Kasembon. Karta Rahardja: Jurnal Pembangunan Dan Inovasi, Vol. 4(1), 47-57.
Mulyadi, D. (2018). Studi Kebijakan Publik Dan Pelayanan Publik (Konsep dan Aplikasi Proses Kebijakan Publik Berbasis Analisis Bukti untuk Pelayanan Publik (Ketiga). Jakarta: Penerbit Alfabeta.
Ningtyas, D. I. S., & Sari, R. M. (2019). Analisis Kinerja Pelayanan Publik Puskesmas terhadap Indeks Kepuasan Masyarakat (Studi Kasus UPTD Kesehatan Kecamatan Kepanjenkidul Kota Blitar). Jurnal Penelitian Manajemen Terapan (PENATARAN), Vol. 4(2), 122–134.
Nugroho, A.A., Sholihati, M.D., dan Rizki, M (2020). Analysis of Public Service Delivery: Survey of Public Satisfaction Index in Local Government of Jayapura Regency in 2019. Jurnal Ilmu Administrasi - Media Pengembangan Ilmu dan Praktek Administrasi, Vol. 7, No. 2, 242-254
Putri, B. F. (2019). Survey Kepuasan Masyarakat menjadi Sarana Peningkatan Kualitas Pelayanan Publik LAPAN. Buletin LAPAN, Vol. 6(2). Diambil dari https://majalah.lapan.go.id/index.php/buletin/article/view/2145
Sinambela, P, L., (2016). Reformasi Pelayanan Publik: Teori Kebijakan dan Implementasi, Cetakan Kedua. Jakarta: Bumi Aksara.
Suandi, S. (2019). Analisis Kepuasan Masyarakat terhadap Pelayanan Publik Berdasarkan Indeks Kepuasan Masyarakat di Kantor Kecamatan Belitang Kabupaten OKU Timur. Jurnal Ilmu Administrasi Dan Studi Kebijakan (JIASK), 1(2), 13–22.
Sugiyono (2016). Metode Penelitian Ilmu Administrasi Publik, EDISI, Ed. ke-5. Bandung: Penerbit Alfabeta,
Tjiptono, F. (2015). Strategi Pemasaran. Yogyakarta: Penerbit Andi.
Undang-Undang Dasar Tentang Pokok Kepegawaian No. 5 Tahun 2005.
Undang-Undang No. 22 Tahun 1999 Tentang Otonomi Daerah.
Undang-Undang No. 32 Tahun 2004 Tentang Pemerintah Daerah.
Undang-Undang No. 4 Tahun 2010 Tentang Pelayanan Administrasi Negara.
Wiryanto, W (2020). Initiative and Implementation of The Public Service Innovation by Regional Government in Indonesia. Journal of Governance and Local Politics. Vol 2 No 2, 146-157
Yabbar, R, & Hamzah, A. (2016). Tata Kelola Pemerintahan Desa. Surabaya : Penerbit Pustaka
Yotawu, M (2018). Examining progress in research on public value. Kasetsart Journal of Social Sciences. Volume 39, Issue 1, p.168-173
Yusriadi (2018). Bureaucratic Reform to the improvement of public services Challenges for Indonesia. Jurnal Ilmu Administrasi Publik. Vol. 6 (1), 15-29
Copyright (c) 2023 THE SPIRIT OF SOCIETY JOURNAL : International Journal of Society Development and Engagement
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
