Community Satisfaction Index (SMI) On Public Services In The Office Kelurahan Kotakaler Kabupaten Sumedang

Abstract

The Community Satisfaction Index or IKM (Indeks Kepuasan Masyarakat) is data and information about community satisfaction level obtained from the results of qualitative and quantitative measurements of people's opinions in receiving services from the apparatus of public service delivery. This index is obtained by comparing community’s expectations and needs. This research was aimed to find out performance level of a particular governmental service unit on a regular basis as well as to collect the materials for determining public service policies to improve its subsequent service quality. This study employed descriptive analysis of which aim was to obtain an actual picture of people’s satisfaction index with the services provided by Kotakaler Sub-district in Sumedang Regency. The population in this study was all people who received services from Kotakaler Sub-district in the first semester of 2020. The sample was the respondents chosen randomly to meet the accuracy of the index results, in which the numbers of selected respondents were at least 150 people from the total population of service recipients. The indicators of community satisfaction are Service Procedure, Service Requirements, Intelligibility, Self-discipline, and Responsibilities of Service Officers, the Competence of Service Officers, Speed of Service, Justice in Receiving Service, Courtesy and Friendliness of officers, Fairness of service fees, Certainty of service costs, Certainty of service schedules, Convenience of Environment, and Service Security. The result indicates that the element with the highest average score of community satisfaction index was the unit’s service security while the lowest elements were the certainty of service costs and the speed of service officers. From the averages, the score for community satisfaction index was 79,889 which signified that the service quality in this service unit was B with grade “Good Service Performanceâ€