Analisis Indeks Kepuasan Masyarakat Berdasarkan Nilai Unsur Pelayanan: Studi Kasus Pada Badan Kepegawaian Dan Pengembangan Sumber Daya Manusia Kabupaten Aceh Timur
Abstract
This study aims to measure the Community Satisfaction Index (IKM)/ASN within the East Aceh District in 2022. IKM/ASN is used as an indicator to evaluate the quality of services provided by public service organization units to the community/ASN. The research method applies qualitative methods and has been tested and shows a confidence level of 95%, which indicates objectivity in measuring perceptions/respondents to public services. The results of the study provide answers that represent the perceptions of ASN/respondents in the East Aceh District Government on the quality of public services applied to the Personnel and Human Resources Development Board. In addition, the results of this study are also used as a benchmark in assessing the success of the one-door administration service program (integrated services) in an effort to accelerate the bureaucracy in the East Aceh District Government by obtaining a 2022 Community Satisfaction Index (IKM) value of 80.16, with a service quality category of "Good" (B).
References
Arifin, Z. (2013). Pengukuran Kinerja Pelayanan Publik dengan Pendekatan Indeks Kepuasan Masyarakat (IKM) di Pemerintahan Kota Batam. Jurnal Tata Kelola dan Manajemen Pemerintahan, 6(2), 109-122.
Dessler. Gary. 2015. Human Resources Management (Manajemen Sumber Daya Manusia), Edisi Empat Belas Bahasa Indonesia. Jakarta: Indeks.
Hidayat, N, & Yulatno, T. (2022). Pengukuran Indeks Kepuasan Masyarakat (IKM) Pelayanan Kesehatan di Puskemas Kabupaten Bengkayang, Kalimantan Barat. Jurnal Joubahs. Vol. 2, No. 1. Pp. 47-60.
Kementerian Pendayagunaan Aparatur Negara dan Reformasi Birokrasi. (2017). Peraturan Menteri Pendayagunaan Aparatur Negara dan Reformasi Birokrasi Republik Indonesia Nomor 14 Tahun 2017 Tentang Pedoman Penyusunan Survei Kepuasan Masyarakat Unit Penyelenggara Pelayanan Publik. Jakarta.
Kotler, Philip, et al. (2017). Manajemen Pemasaran. PT. Indeks.
Mora, Zulkarnen, Mufti, I.A, & Syardiansah. (2021), Pengaruh Karakteristik Individu, dan Kepuasan Kerja Terhadap Kinerja Karyawan, JUPIS, ., Vol. 13, No. 1. Pp. 101-107.
Rahardjo, T. W. (2012). Pengukuran Kepuasan Masyarakat: Studi Kasus di Kabupaten Ponorogo. Graha Ilmu.
Sugiyono. (2016). Metode Penelitian Kuantitatif, Kualitatif dan R&D. Bandung: PT Alfabet
Suryana, Y. (2015). Analisis Indeks Kepuasan Masyarakat Terhadap Kinerja Pelayanan Publik di Kota Sukabumi. Jurnal Administrasi Publik, 3(2), 51-58.
Sutanto, E., & Putra, I. S. (2017). Analisis Indeks Kepuasan Masyarakat (IKM) Terhadap Kualitas Pelayanan Publik di Kecamatan Medan Tuntungan. Jurnal Administrasi Publik, 1(1), 47-57.
Tjiptono, Fandy. (2015). Strategi Pemasaran. Yogyakarta: Penerbit Andi
Undang-Undang Nomor 25 Tahun 2009 tentang Pelayanan Publik. (2009). Jakarta: Sekretariat Negara Republik Indonesia
Wibowo, A. (2010). Kajian Terhadap Penilaian Indeks Kepuasan Masyarakat (IKM) di Wilayah Pemerintah Kabupaten Kutai Kartanegara. Jurnal Kebijakan dan Administrasi Publik, 14(1), 45-64.
Copyright (c) 2023 Jurnal Samudra Ekonomika
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
2.png){kind=small}
