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JIRA ANALISIS INDEKS KEPUASAN MASYARAKAT TERHADAP KINERJA PELAYANAN PUBLIK PADA KELURAHAN KEDUNGBARUK
The purpose of this research is to find out the service performance at the office of Kedung Baruk Village from the
society’s level of satisfaction by using general guidelines of the society satisfaction index regulation at the
Government Institution Service Unit according to KEP/25/M.PAN/2/2004 and to analyze the performance
measurement from internal department as well as the Rungkut
subdistrict in Surabaya. This research is using
qualitative descriptive method. The research object in this research is using government institution which is
engaged in public service that is Kedung Baruk Village Office in Surabaya. This research is to analyze the
service influence as a factor in influencing the public’s satisfaction. There are 14 elements which related with
performance and service by the service’s officer, such as service procedures, compliance requirements, the clarity
of the employees, employee discipline, employees’ responsibility, employee capability, speed of service, the
Ministry of Justice, employee politeness, reasonableness of costs, cost certainty, certainty of schedule, comfort
environment, and security services. The purpose of this research is to analysis the value of those variables, as
well as the influence to the public’s satisfaction. Through the calculation of Public Satisfaction Index (PSI) can
be shown that the index value is 3.01 and the IKM value after converted is 75.3. Based on the PSI valuecan be
concluded that the service quality at Kedung Baruk Village Office considers as good criteria (B). On the other
hand, the service performance analysis from internal department
which isevaluated by the the sub – district level
obtains the same result
of good (B).
Keywords: Service Performance Measurement, Public Satisfaction Index(PSI), Service Performance Analysis
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