Assessment of community satisfaction index of population and civil registration office in Malang municipal

3rd International Conference of Planning in the Era of Uncertainty

Hakim, A.N.^1

Department of Urban and Regional Planning, Faculty of Engineering, Universitas Brawijaya, Malang, Indonesia^1

关键词: Ipa analysis;    IPA method;    Level of Service;    Municipal government;    One stop;    Public services;    Service levels;   

Others  :  https://iopscience.iop.org/article/10.1088/1755-1315/70/1/012030/pdf
DOI  :  10.1088/1755-1315/70/1/012030

来源: IOP

【 摘 要 】

The demands and needs of the community will be the quality of public services in Malang increased, so that the Government of Malang as organizers and executors of public services must meet these demands. The Municipal Government in its efforts to improve public service performance, forming the regional One Stop Operator (PPTSP) with the goal will be to simplify and improve efficiency in administrative proceedings. But the existence of the one stop service is still not optimal because of the persistence of public complaints about the performance of the one stop service. This study will discuss the performance of services in service counter of Population and Civil Registration through community satisfaction index to measure the service level and the perception of satisfaction and interest to determine which variables are less optimal and need to be improved using IPA method. The results showed that the level of service at the service counter of Population and Civil Registration quite good. Meanwhile, according the results of IPA analysis, there are two important variables for the community on the performance / quality was lacking, namely the service procedure and time.