Population administration service satisfaction in Lima Puluh Kota District, West Sumatera
DOI:
https://doi.org/10.22437/ppd.v8i5.10104Keywords:
Importance Performance Analysis, Population administration, Public satisfactionAbstract
Assessment of public satisfaction with an agency's performance that organizes public services needs to be assessed by involving all service attributes because service attributes cannot stand alone, and performance improvement cannot be made separately. Assessment of service attributes is one way to track consumer ratings so that service providers can understand the causes of service problems. This study uses the Importance Performance Analysis (IPA) method. From this study, it was found that the priority that needs to be improved to improve public satisfaction with population administration services is to increase the discipline of officers in serving the community, certainty of service costs, and speed of service.
Downloads
References
BAPPENAS. (2009). Data dan Publikasi: Pokok-pokok Penyelenggaraan Pembangunan Nasional. Retrieved April 22, 2020, from Kementerian PPN/BAPPENAS: https://www.bappenas.go.id/files/3413/4986/1934/info__20091015133401__ 2370__0.pdf
BPS. (2013). Produksi Penduduk Indonesia 2010-2035. Jakarta: BPS.
Febrianda, L. (2009). Rekonstruksi Regulasi Pelayanan Kependudukan Dan Pencatatan Sipil Oleh Birokrasi Pemerintahan Dalam Perspektif Hukum Administrasi Negara. Semarang: Universitas Diponegoro.
Haluan. (2016). Disdukcapil Lamban Urus Dokumen Kependudukan. Retrieved Desember 2, 2018, from https://www.harianhaluan.com/news/detail/60549/ disdukcapil-lamban-urus-dokumen-kependudukan
Himurkhe, J. (2012). Measuring Internal Costumers’ Perception on Service Quality Using SERVQUAL in Administrative Services. International Journal of Scientific and Research Publication, 2(3),1-6.
Kamarni, N. (2011). Analisis Pelayanan Publik Terhadap Masyarakat (Kasus Pelayanan Kesehatan di Kabupaten Agam). Jurnal Managemen dan Kewirausahaan, 2(3), 84-110.
Khadka, K., & Maharjan, S. (2017). Customer Satisfaction and Customer Loyalty. Centria University of Applied Sciences. Kokkola: Centria University of Applied Sciences.
Martilla, J.A & James, J.C. (1977). Importance-Performance Analysis. Journal of Marketing, 41(1)
Nugraheni, Z. A. A. (2015). Analisis Kepuasan Masyarakat terhadap Pelayanan Publik Berdasarkan Indeks Kepuasan Masyarakat di Kantor Kecamatan Mungkid Kabupaten Magelang [Skripsi]. Yogyakarta: Fakultas Ekonomi Universitas Negeri Yogyakarta.
Ombudsman RI. (2017). Maladministrasi Pelayanan KTP-EL. Jakarta: Ombudsman RI.
Prayudi. (2018). Mengapa masalah DPT terus terjadi? Info Singkat kajian singkat terhadap isu aktual dan strategis, Vol.X No.18. Jakarta. Pusat Penelitian Badan Keahlian DPR RI.
Rasyid, R. (2000). Makna Pemerintahan: Tinjauan Dari Segi Etika Dan Kepemimpinan. Jakarta: Mutiara Sumber Widya.
Retwando. (2015). Analisis Pelayanan Perizinan Bidang Penanaman Modal di Kabupaten Agam. [Tesis]. Universitas Andalas, Program Studi Magister Perencanaan Pembangunan Fakultas Ekonomi, Padang.
Riduwan, Rusyana, A., & Enas. (2013). Cara Mudah Belajar SPSS 17.0 dan Aplikasi Statistik Penelitian. Bandung: Alfabeta.
Rizq, S., Djamaludin, M.D., & Nurhadryani, Y. (2018). Analysis of Service quality Satisfaction of E-KTP Service at public Administration Office of Bogor District. Journal of Consumer Sciences, 3(2), 55-65.
Sofyan, A. (2013). Kinerja Pelayanan Kependudukan Pada Dinas Kependudukan Dan Catatan Sipil Kabupaten Bandung Barat. Jurnal Universitas Yapis Papua, 3(11), 1-13.
Wilson, A., Zeithaml, V., Bitner, M. J., & Gremler, D. (2016). Services Marketing - Integrating Customers Focus across the Firm (Third Edition ed.). Boston: McGraw-Hill.
Windyani, A. R., Hubeis, A. V.S., & Fahmi, I (2014). Analisis Kepuasan Masyarakat Terhadap Pembuatan Akta Kelahiran di Depok, Jawa barat. Jurnal Aplikasi Manajemen, 12(1), 32-40
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2020 Meironi Meironi, Werry Darta Taifur, Nasri Bachtiar
This work is licensed under a Creative Commons Attribution 4.0 International License.