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ANALISIS INDEKS KEPUASAN MASYARAKAT TERHADAP KUALITAS PELAYANAN PUBLIK DI KABUPATEN BULUNGAN ( STUDI KASUS : DINAS KEPENDUDUKAN DAN PENCATATAN SIPIL KABUPATEN BULUNGAN) | Wijayanti | JURNAL EKONOMIKA

ANALISIS INDEKS KEPUASAN MASYARAKAT TERHADAP KUALITAS PELAYANAN PUBLIK DI KABUPATEN BULUNGAN ( STUDI KASUS : DINAS KEPENDUDUKAN DAN PENCATATAN SIPIL KABUPATEN BULUNGAN)

Asih Kusuma Wijayanti, Sarinah Sarinah

Abstract


Tujuan penelitian ini adalah untuk mengetahui kualitas pelayanan Dinas Kependudukan Dan Pencatatan Sipil Kabupaten Bulungan yang diukur berdasarkan kepuasan masyarakat dengan menggunakan Indeks Kepuasan Masyarakat (IKM). Penelitian ini merupakan jenis penelitian deskriptif dengan menggunakan analisis Indeks Kepuasan Masyarakat dengan hasil desain dalam bentuk angka. Penelitian dilakukan di Kecamatan Tanjung Selor. Teknik sampel yang digunakan adalah teknik random sampling (secara acak). Teknik pengumpulan data dilakukan dengan teknik observasi, dokumentasi, kuesioner dan wawancara. 

Hasil penelitian menunjukkan bahwa nilai Indeks Kepuasan Masyarakat (IKM) untuk pelayanan Dinas Kependudukan Dan Pencatatan Sipil Kabupaten Bulungan adalah 2,97 dengan angka konversi sebesar 74,25. Maka kinerja kualitas pelayanan publik berada dalam kategori mutu pelayanan Baik. Hasil dari 14 indikator Indeks Kepuasan Masyarakat dengan nilai antara 0-100, adalah sebagai berikut : (1) Prosedur Pelayanan memiliki nilai IKM sebesar 78,25 dengan kategori Baik. (2) Persyaratan Pelayanan memiliki nilai IKM sebesar 81,5 dengan kategori Sangat Baik. (3) Kejelasan Petugas Pelayanan memiliki nilai IKM sebesar 71,5 dengan kategori Baik. (4) Kedisiplinan Petugas Pelayanan memiliki nilai IKM sebesar 71,5 dengan kategori Baik. (5) Tanggung Jawab Petugas Pelayanan memiliki nilai IKM sebesar 73,25 dengan kategori Baik. (6) Kemampuan Petugas Pelayanan memiliki nilai IKM sebesar 75,75 dengan kategori Baik. (7) Kecepatan Petugas Pelayanan memiliki nilai IKM sebesar 59,25 dengan kategori Kurang Baik. (8) Keadilan Mendapatkan Pelayanan memiliki nilai IKM sebesar 65,5 dengan kategori Baik. (9) Kesopanan dan Keramahan Petugas Pelayanan memiliki nilai IKM sebesar 75,25 dengan kategori Baik. (10) Kewajaran Biaya Pelayanan memiliki nilai IKM sebesar 82 dengan kategori Sangat Baik. (11) Kepastian Biaya Pelayanan memiliki nilai IKM sebesar 82,5 dengan kategori Sangat Baik. (12) Kepastian Jadwal Pelayanan memiliki nilai IKM sebesar 71,25 dengan kategori Baik. (13) Kenyamanan Lingkungan memiliki nilai IKM sebesar 79,25 dengan kategori Baik. (14) Keamanan Pelayanan memiliki nilai IKM sebesar 80 dengan kategori Sangat Baik.

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DOI: https://doi.org/10.35334/jek.v8i2.1536

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