Community Satisfaction Analysis of Publik Services Case Study : Development Planning Agency, Regional Research and Development of Tasikmalaya City
Andriana Revaldhi, Alfira Sofia, Vanessa Gaffar

Indonesian Education University
Jl. Dr. Setiabudi No.229, Isola, Kec. Sukasari, Kota Bandung, Jawa Barat 40154

Abstract

One measure of success in providing services to a government organization is determined by the level of satisfaction of service recipients. Service recipient satisfaction is achieved when service recipients receive services in accordance with what is needed and expected. Study this aim knowing level satisfaction Public to services provided by the Research and Development Planning Agency for the City of Tasikmalaya. Data collection using saturated sampling technique to service recipients within a certain period of time.
Variable study arranged use method Customized Kanzei with variable Index Satisfaction Society (IKM) in the Regulation of the Minister for Empowerment of State Apparatus and Bureaucratic Reform No. 14 of 2017. The measurement results obtained from the 9 service elements obtained the results of the Community Satisfaction Index (IKM) score: 80.38 with an index number of 80.38, the performance of this service unit is in service quality B with GOOD category. The element that has the highest Average Value (NRR) is the element of Cost/Tariff (3,610) in the VERY GOOD category and the element with the lowest NRR is the Service Time element (3,070) which is still in the GOOD category, while the other elements with almost the same NRR are in the GOOD category.

Keywords: Community Satisfaction, IKM, Publik Services

Topic: Strategic Management, Entrepreneurship and Contemporary Issues