PUBLIC SATISFACTION INDEX (IKM) SURVEY AT DEPARTMENT OF INVESTMENT AND ONE STOP INTEGRATED SERVICE (DPMPTSP) IN SUBANG REGENCY

Authors

  • Kamal - Alamsyah Universitas Pasundan

DOI:

https://doi.org/10.23969/sampurasun.v4i02.1066

Keywords:

Decentralisation, Public Satisfaction, Public Satisfaction Index.

Abstract

In accordance with the mandate of the law, changes in the system of governance in the region have changed from a centralized model to decentralization. This is characterized by the devolution of most government affairs to the region including the implementation of fiscal decentralization directed to finance the administration of government affairs. Law Number 25 Year 2009 concerning Public Service and Regulation of the Minister for Empowerment of State Apparaturs and Bureaucracy Reform Number 16  Year 2014 on Guidelines for the Survey of the Public Satisfaction Index on Public Service Implementation recommends that every service provider conduct a Public Satisfaction Index (IKM) survey periodically. This research uses deductive quantitative method. Primary data is obtained through direct survey and interview. The data were obtained using questionnaires with closed questions. Types of sample are purposive sampling counted 240 people. The purpose of the survey of IKM on public service units is intended to get opinion of the public regarding the quality of public services in Department of Investment and One Stop Integrated Service (DPMPTSP), Subang Regency. The IKM survey is conducted on four service units, namely Building Permit (IMB), Business License (SIUP), Company Registration Certificate (TDP) and Industrial Registration Certificate (TDI). Measurement of IKM survey of public services using PERMENPANRB Number 16 Year  2014 which consists of 9 aspects: 1) Requirements; 2) Procedures; 3) Time of service; 4) Costs / Tariffs; 5) Product Specifications Type of Service; 6) Executing Competencies; 7) Executive Conduct; 8) Service Notice; and 9) Complaint Handling, Suggestions and Feedback. IKM from four types of public services in Subang Regency DPMPTSP of 3.20 or if converted by 79.89. The results of the IKM are in the category of Quality of Service Performance B (Good).  

Downloads

Download data is not yet available.

References

Akinboade, Akinloye., Oludele, Kinfack., Chanceline., Emilie, & Mokwena, Putuma., Mandisa. (2012). An analysis of citizen satisfaction with public service delivery in the Seding district municipality of South Africa. International Journal of Social Economics,39, 3,182-199.

Alamsyah, Kamal.(2017). Community satisfaction to regional public hospital Banjar city. Public Policy and Administration Research,7 (5),16-29.

Albrecht, K., & L.J. Bradford. (1990). The service advantage: How to identify and fulfill customer needs. Homewood, Illinois: Dow Jones-Irwin.

Arief, Muhtosim.(2006). Pemasaran jasa & kualitas pelayanan:Bagaimana mengelola kualitas pelayanan agar memuaskan pelanggan. Malang: Bayumedia Publishing.

Bastian, Indra, (2001). Akuntansi sektor publik di Indonesia. Yogyakarta: BPFE.

Brajaktari, Elinor. (2016). Citizen engagement in public service delivery. The critical role of public officials. Singapore:Global Centre for Public Service Exellence.

Benardin, H.J.&J.E.A., Russel.(1993). Human resource management. Singapore: Mac Graw- Hill, Inc.

Denhardt, J.V. & R. B. Denhardt. (2003). The new public service: Serving not steering. Expanded Edition. New York: M.E. Sharpe.

Dharma, Agus. (2008). Manajemen prestasi kerja. Bandung: PT. Remaja Rosdakarya.

Dwiyanto, Agus.(2010).Reformasi birokrasi publik di Indonesia.Yogyakarta: Gajahmada University Press.

Handi, Irawan. (2002). Prinsip kepuasan pelanggan.Jakarta: PT. Elex Media Kompetindo.

Keban, Yeremias.,T.(2004). Enam dimensi strategis administrasi publik: Konsep, teori dan isu, Yogyakarta: PT. Gava Media.

Kurniawan, Agung. (2005). Transformasi pelayanan publik. Yogyakarta:Pembaruan.

Kotler, J.,P. (2003). Leading change. Harvard: Harvard Bussines School Press.

Wirtz, Jochen., & Lovelock, Christoper.(1997). Services Marketing. Eight Ed. USA: World Scientific Publishing Co. Inc.

La Palombara. (1967). Bureaucracy and political development.New Jersey: Prenticeton University Press.

Mahmudi. (2007). Manajemen Kinerja Sektor Publik, Yogyakarta : UPP STIM YKPN

Moenir. (2003) Manajemen Pelayanan Umum di Indonesia, Jakarta : Bumi Aksara.

Mc Mann, Paul., & Alfred, J., Nanni.(1994). Is your company really measuring perfor-mance.New Jersey: Prentice Hall.

Osborne, David., & Ted, Gaebler. (1996).Mewirausahakan birokrasi (Reinventing Government) mentransformasikan semangat wirausaha ke dalam sektor publik, Terjemahan, Jakarta: PT. Binaman Presindo

Osborne, David and Plastrik, 2001, Memangkas birokrasi : lima strategi menuju pemerintahan wirausaha, Terjemahan, Jakarta : PPM

Osborne, David. (2007),” Reinventing government: what a difference a strategy makes”, Paper of Global Forum on Reinventing Government Building Trust in Government, 26-29 June, 2007, Vienna, Austria.

Rasul, Syahrudin.(2000). Pengukuran kinerja : suatu tinjauan pada instansi pemerintah. Jakarta : BPKP

Ratminto. Winarsih., & Septi, Atik. (2005). Manajemen pelayanan : pengembangan model konseptual , penerapan, citizen’s charter dan stándar pelayanan minimal.Yogyakarta : Pustaka Pelajar

Shah, Anwar.(2005). Public Sector Governance and Accountability Series.Public Service Delivery. Washington DC:The International Bank for Reconstruction and Development/The World Bank.

Supriatna, Tjahya .(2004). Birokrasi pemerintahan indonesia.Bandun : Mandar Maju

Soesilo, Joko. (2005). Memahami good governance dalam perspektif sumber daya manusia, Yogyakarta: Gava Media

Sampara, Lukman.(2000).Manajemen kualitas pelayanan. Jakarta: STIA LAN Press

Sinambela, Poltak., Lijan. (2006). Reformasi pelayanan public. Jakarta : PT. Bumi Aksara

Soeprihanto, John.(2001).Penilaian kinerja dan pembangunan karyawan. Edisi I, Yogyakarta: BPFE

Supriatna, Tjahya, 1996, Birokrasi Pemerintahan Indonesia. Bandung : Mandar Maju

Sumaryana, Asep.(2010). Reformasi birokrasi dan pelayanan. Bandung: AIPI-LPPM UNPAD

Tjiptono, Fandy.(2005). Prinsip-prinsip total quality service. Yogyakarta: ANDI OFFSET

Tjiptono, Fandy., & Chandra, Gregorius. (2007). Service, quality & satisfaction. Edisi 2. Yogyakarta : ANDY OFFSET

Vacaloupoulou, Melpomeni., A, Tsiotras, George., & Gotzamani, Katerina, (2013). Implementing CAF in public administration. Best practices in Europe-obstacles and challenges. Benchmarking: An International Journal,20, 6, 744-764.

Wibawa, Samudra.(2005). Peluang penerapan new public management untuk kabupaten di Indonesia, Yogyakarta: Gajah Mada University Press.

Wicaksono, Kristian., W. (2005). Administrasi dan birokrasi pemerintahan. Yogyakarta: Graha Ilmu.

Wiig, M., Karl, (2002), “Knowledge management in public administration” Journal of Knowledge Management,6, 3,224-239.

Zeithaml, Valerie., A., Parasuraman., A., & Barry, Leonard L. (1990). Delivering quality of Service : Balancing customer perception and expectation. New York : The Free Press.

Downloads

Published

2018-12-24