The Analysis of Community Satisfaction Index toward Public Services in Guntung Paikat District Office Banjarbaru City
Fathul Hafidh1, Muhammad Edya Rosadi2, Rezky Izzatul Yazidah Anwar3
1,2,3 Faculty of Information Technology, Universitas Islam Kalimantan Muhammad Arsyad Al Banjari, Banjarmasin, Indonesia
Corresponding Author: 1[email protected], 2[email protected],
Accepted: 1 April 2020 | Published: 15 April 2020
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Abstract: The purpose of this study is to build an application to measure the Community Satisfaction Index (CSI) and obtain the value of CSI toward public services in Guntung Paikat Banjarbaru Village by analyzing the value of CSI obtained during implementation.
This research is survey research, data collection process and data analysis using quantitative methods through questionnaires. The resulting system is the existence of a CSI that is implemented with a web-based application facilitating access for the community to provide an assessment toward public services carried out by Guntung Paikat Distric Office. On the Distric Office side there is an ease to sees how the public views related to public services that have been carried out, so makes it easy to see aspects that need to be improved in the service.
After the application has been running for four (4) months, it is found that statistics on increasing CSI of public services began in February 2019 with a value of 78.49 increasing until May 2019 of 82.14. This increase illustrates that the online questionnaire allowing the village chief and village staff to see well the aspects that need to be improved in service to the public as well as those aspects that have been appreciated by the community, so that the service can reach the maximum value according to the expectations of the community and the city government.
Keywords: application, Indonesian government, online community satisfaction index, public evaluation, public services
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1. Introduction
Guntung Paikat District Office of Banjarbaru City is one of the Regional Working Units which is responsible for recording and providing information on population data in an area, as well as in Banjarbaru, so Guntung Paikat District Office is an example of the need for computerized applications to produce information Accurate. Likewise with the NPWP management system, Good Behavior Letter, Moving Out Letter, Certificate of Disability, Business Certificate, Micro Business Letter and Poor Statement to make it easier in the manufacturing process, so that service to the community will be better.
However, public services performed by government officials in various service sectors related to meeting the needs of civil rights and basic needs that are felt are still not in accordance with the demands and expectations of the community (Tony L. Doherty; Terry
Horne; Simon Wootton, 2014). One effort that must be made to improve public services is to conduct a survey of community satisfaction with service users. All this time, Guntung Paikat Distric Office of Banjarbaru City has never submitted a questionnaire to the community about how public services are provided to the community. Even though it was mentioned in the Minister of Administrative Reform and Bureaucratic Reform Regulation of the Republic of Indonesia Number 16 of 2014 concerning guidelines for surveying public satisfaction with the implementation of public services where article 2 paragraph 1 reads, "Public service providers are required to conduct a period of Public Satisfaction Survey at least 1 (one) time a year " (PERMENPAN, 2014).
The absence of a community satisfaction survey results in the absence of information about how the services provided by the Guntung Paikat Distric Office at Banjarbaru City, which also means that there is no description or reference to which aspects of the service are lacking or which need to be improved. Therefore, to help the public service survey in the wake of an application to find out the CSI with the services that have been carried out by service officers at the Village Guntung Paikat. With the application of the CSI Analysis of Public Services in the Guntung Paikat Distric Office at Banjarbaru City, the community, the District Official and the Government can find out the CSI as a reference for improving existing services to the community (Liang Ma; Yueping Zheng, 2017).
2. Literature Review
A. Related Research
a. Aplikasi Penerapan Customer Satisfaction Index pada Pelayanan Kepuasan Masyarakat di Pengadilan Negeri Kotabaru. This study provides the value of CSI with services in the Kotabaru District Court and obtained a Satisfaction value in June of 77.8%. Based on these results the Kotabaru District Court must maintain a high level of service quality and importance. From the calculation of IPA (Importance Performance Analysis) a Cartesian diagram is produced using SPSS (Statistical Product and Service Solution) version 19 in quadrant I, it can be concluded that question attribute number 3, namely "Discipline of officers" has a high level of importance of service attributes in the District Court Kotabaru city. (Halim & Aksad, 2016).
b. Pengukuran Indeks Kepuasan Masyarakat terhadap Pelayanan Kesehatan. This research was conducted at Achmad Mochtar Regional Hospital. The conclusion of the CSI was drawn using a simulation matrix. In general, the quality of services provided by service units in the General Hospital was included in the good category. Of the 11 service units examined in outpatient care, the unit that has the best service quality is the obstetric / obstetric service unit, then followed by the skin / venereal disease and ENT service units.
(Nurrizka & Saputra, 2011).
B. Public Services
According to the Public Service Law No. 25 2009 article 1 states that public services are activities or a series of activities in the framework of meeting basic needs in accordance with
the civil rights of every citizen and population of goods, services and or administrative services provided by the organizer public service (Undang, 2009).
Public services can be interpreted as services performed in the context of meeting basic needs in accordance with the basic rights of every citizen and population of goods, services and administration services provided by service providers related to public interests. Public services are the responsibility of the government both central and regional, general problems of public services, among others, are related to the implementation of the principles of good governance that are still weak such as the limited participation of the community, transparency and accountability both in the planning process, implementation or implementation of services and evaluation. Public Service is the provision of services (serving) the needs of people or communities who have an interest in the organization itself with the main rules and procedures that have been determined. In the big Indonesian dictionary, it is explained that service is an attempt to serve the needs of others while serving is to help prepare (take care of) what someone needs. (Sørensen, E.; Torfing, J, 2011).
C. Quality of Services
Quality is a dynamic condition related to products, human services, processes and the environment that meets or exceeds expectations. The performance of public services will touch the problem of the quality of services provided by public organizations to the public as customers. Service quality is generally focused on the community, so that service products are designed, manufactured and provided to meet customer desires and satisfaction (Hariyanto, 2017).
In terms of improving the quality of services to the public, the government has issued a policy in the form of a Ministerial Decree of the PAN, according to Kep / 25 / M.PAN / 2/2004 (MENPAN, 2004) which is then developed into 14 elements that are "relevant",
"valid" and "reliable", as elements The minimum requirements for basic community satisfaction index measurements are as follows:
a. Service Procedure, namely the ease of the stages of service provided to the community in terms of simplicity of service flow.
b. Service Requirements, namely technical and administrative requirements needed to obtain services in accordance with the type of service.
c. Clarity of Service Officers, namely the presence and certainty of officers who provide services (name, position and authority and responsibilities).
d. Discipline of Service Officers, namely the sincerity of service personnel, especially on the consistency of working time in accordance with applicable regulations
e. Responsibilities of Service Officers, namely clarity of authority and responsibilities of officers in the administration and completion of services.
f. The ability of Service Officers, namely the level of expertise and skills possessed by officers in providing or completing services to the community.
g. Speed of Service, i.e. the target service time can be completed within the time determined by the service provider unit.
h. Justice Getting Service, namely the implementation of services by not distinguishing the class or status of the community served.
i. Staff Polices and Friendliness, namely the attitude and behavior of officers in providing services to the community in a polite and friendly manner as well as mutual respect and respect.
j. Fairness of Service Costs, i.e., affordability of the community to the amount of costs determined by the service unit.
k. Service Cost Certainty, which is the compatibility between the fees paid and the fees that have been set.
l. Certainty Service Schedule, namely the implementation of service time, in accordance with established conditions.
m. Environmental Comfort, namely the condition of service facilities and infrastructure that are clean, neat, and orderly so that it can provide comfort to the recipient of the service.
n. Service Security, i.e. the guaranteed level of environmental security of the service provider unit or the means used, so that the public feels calm to get services against the risks resulting from the implementation of the service.
D. Community Satisfaction
The level of community satisfaction depends greatly on the quality of a service and also depends on people's perceptions and expectations. To measure people's attitudes is to use a questionnaire, the use of community satisfaction questionnaires must be able to accurately measure people's perceptions and attitudes (Gill, C.; Weisburd, D.; Telep, C. W.; Vitter, Z.;
Bennett, T., 2014).
Community Satisfaction Index according to Kepmenpan No. 25 of 2004 is data and information about the level of community satisfaction obtained from the results of quantitative measurements of public opinion in obtaining services from public service providers by comparing their expectations and needs. Where the target measurement of community satisfaction as follows.
a. The level of achievement of the performance of service units of government agencies in providing services to the community.
b. Structuring the system of service mechanisms and procedures so that services can be carried out in a more quality, efficient and effective manner.
c. The growth of creativity, initiatives and community participation in efforts to improve the quality of public services.
Regulation of the Minister of Administrative and Bureaucratic Reform of the Republic of Indonesia Number 16 of 2014 concerning guidelines for surveying public satisfaction with the implementation of public services states in articles 1 and 2 as follows:
Clause 1
a. Community Satisfaction Survey is a comprehensive measurement of activities on the level of community satisfaction obtained from the measurement results of public opinion in obtaining services from public service providers.
b. Public service units are service units / work offices of government agencies, which directly or indirectly provide services to service recipients.
c. The element of Community Satisfaction Survey is a factor and aspect that is used as a measurement of public satisfaction with the delivery of public services.
d. Minister is the Minister responsible for the utilization of the State Apparatus and Bureaucratic Reform.
Clause 2
a. Public service providers are required to carry out regular Community Satisfaction Surveys at least once a year.
b. If needed, the Community Satisfaction Survey as referred to in Article 1, can be completed immediately after receiving the service survey.
E. Formula of CSI
CSI calculated using the weighted average value of each service element. Measurement of the variables of each component is measured with a score as follows.
Not Good : rated 1.
Poor : rated 2.
Good : rated 3.
Very Good : rated 4.
Each service element has the same weight as the following formula.
To obtain the service unit CSI value, the weighted average value is used. Meanwhile, to facilitate the interpretation of the CSI assessment, which is between 25-100, the results of the above assessment are converted to a base value of 25, with the following formula:
The results of the above calculations are categorized as follows:
Table 2.1 Perception Value, CSI Interval, CSI Conversion Interval
Perception Value
Interval Value
CSI Convertion
Quality of Service
Service Unit Performance
1 1,00 – 1,75 25 – 43,75 D Not Good
2 1,75 – 2,50 43,76 – 62,50 C Poor
3 2,50 – 3,25 62,51 – 81,25 B Good
4 3,25 – 4,00 81,26 – 100,00 A Very Good
The performance of each sub-indicator is determined by determining the interval first. The formula used is as follows.
∑ Information :
I = Interval/Class Range
Range = High Score – Lower Score.
K = Quantity of Class.
Information:
Tki = Conformance level of the respondent.
Xi = Service quality assessment score Yi = Score of importance assessment.
Average Score
∑
∑
Informatioan :
X = Average level of satisfaction.
Y = Average score of importance.
n = Number of respondents.
To obtain the CSI, the following formula is used.
F. Application
Software that processes data for users. Except for "system software," which provides infrastructure on a computer (operating system, utilities and related components), all software programs are application programs. In the entertainment world, applications refer to games.
In the business world, this refers to data entry, updates, queries and program reports.
Application terms may also refer to generic applications, which are often called "productivity programs", such as Web browsers, spreadsheets, word processors, databases or e-mail programs. (Aalam, 2010).
G. PHP
PHP is an acronym for Hypertext Preprocessor, which is a programming language based on codes (scripts) that are used to process a data and send it back to a web browser into HTML code. (Oktavian, 2010). PHP code has special characteristics that:
a. Can only be run using a web server, for example: Apache.
b. PHP code is placed and run on the web server.
c. PHP code can be used to access databases, such as: MySQL, Oracle and others.
d. Is a software that is Open Source.
e. It has Multiplatform properties, meaning that it can be run using any operating system, such as: Linux, Windows, Android and others.
3. Methodology
Questionnaire
On the news page the function is to display a questionnaire page for the community to provide an assessment of public services in the Guntung Paikat Village (figure 1). On this page the admin can save the results of the monthly questionnaire, so that you will get statistical records in the form of data and graphs from the community satisfaction index each month (figure 2). And it has respondents response report that functions as a place to see and print every respondent who enters (figure 3).
Figure 1. Kuesioner Online Figure 2. Data Kuesioner
Figure 3. Laporan Jawaban Responden
Questionnaire Results
Questionnaire Results Graph On this page the admin can see statistics from the results of the questionnaire per month in graphical form (figure 4). CSI Total Data on this page a report on the total CSI data that has been entered into the application (figure 5), also CSI Total Grafics showing total CSI data from every aspect (figure 6).
Figure 4. Grafik Hasil Kuesioner Figure 5. Data Total IKM
Figure 6. CSI Total Grafics
After testing and can be stated to run well, the application is then applied to the Village Guntung Paikat and used by the community to be able to provide an assessment of public services that exist in the Village. The duration of the activity lasts for 4 months, after which the questionnaire results are obtained each month, it can be seen in the report on the results data and the following questionnaire graph:
Figure 7. Questionnaire Results
Figure 8. Questionnaire Results Grafics
From Figure 7 and 8, it can produce data in the form of service improvement in each month, starting in February with an Index of 78.49 until May that has reached 82.14. This increase illustrates that the questionnaire is online, allowing the village chief and village staff to see well the aspects that need to be improved in service to the public as well as those aspects that have been appreciated by the community, so that the service can reach the maximum value according to the expectations of the community and the city government.
4. Conclusion
The resulting system is the existence of a CSI that is implemented with a web-based application facilitating access for the community to provide an assessment of public services
carried out by Guntung Paikat Distric Office. On the side of the kelurahan there is an ease to see how the public views related to public services that have been carried out, so makes it easy to see aspects that need to be improved in the service.
After the application has been running for 4 months, it is found that statistics on increasing CSI of public services began in February 2019 with a value of 78.49 increasing until May 2019 of 82.14. This increase illustrates that the questionnaire is online, allowing the village chief and village staff to see well the aspects that need to be improved in service to the public as well as those aspects that have been appreciated by the community, so that the service can reach the maximum value according to the expectations of the community and the city government.
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