Integration Analysis of Community Satisfaction and Customer Satisfaction Index in Padang Public Service Mall
Downloads
MPP which stands for Public Service Mall is a building in which to practice services in the field of administration or licensing. The purpose of its establishment is to provide convenience, speed, security and comfort as well as affordable services for the community in receiving direct services in the same place. In this study, we will discuss the community satisfaction index using the customer satisfaction index (NCSI) at the Public Service Mall for the community in Padang City. Qualitative methods become the methods used which are research methods that produce descriptive data in the form of writing, speech, or object behavior. The data obtained is sourced from the official website of the Padang City Public Service Mall and from direct observations at the Padang City Public Service Mall. And it was obtained that the value of the Community Satisfaction Index for the Padang City Public Service Mall reached 87.30% with a perfect score above 95%. If referring to the ratio of CSI scores, the Community Satisfaction Index in MPP Padang City received a Good predicate with a value of 87.30%. This certainly brings a breath of fresh air which is expected to continue to evolve at higher numbers and better service quality as well. So it can be concluded that the community satisfaction index in the public service mall in Padang City is already at a good level according to the Customer Satisfaction Index standard.
Keywords: Public Service; Community Satisfaction Index; Customer Satisfaction Index
Damayanti, L. D., Suwena, K. R., & Haris, I. A. (2019). Analisis kepuasan masyarakat terhadap pelayanan publik berdasarkan indeks kepuasan masyarakat (IKM) Kantor Kecamatan Sawan Kabupaten Buleleng. Jurnal Pendidikan Ekonomi Undiksha, 11(1), 21-32.
Datamora, S., & Malau, H. (2019). Penyelengaraan Mal Pelayanan Publik Untuk Masyarakat Di Kota Padang. Jurnal Manajemen dan Ilmu Administrasi Publik (JMIAP), 1(4), 136-142.
Mardiyanto, R., & Ismowati, M. (2017). Analisis Indeks Kepuasan Masyarakat Dalam Upaya Peningkatan Kepuasan Kualitas Pelayanan Masyarakat Di Kantor Kecamatan Kotabaru Kabupaten Karawang. Transparansi: Jurnal Ilmiah Ilmu Administrasi, 9(2), 184-197.
Mulyadi, D. (2016). Studi Kebijakan Publik dan Pelayanan Publik: Konsep dan Aplikasi Proses Kebijakan Publik Berbasis Analisis Bukti Untuk Pelayanan Publik.
Puryatama, A. F., & Haryani, T. N. (2020). Pelayanan Prima Melalui Penyelenggaraan Mal Pelayanan Publik Di Indonesia. Kybernan: Jurnal Studi Kepemerintahan, 3(1), 40-54.
Puspitarini, R. C. (2021). Analisis Indeks Kepuasan Masyarakat Mal Pelayanan Publik Kota Probolinggo. Publicio: Jurnal Ilmiah Politik, Kebijakan Dan Sosial, 3(1), 56-61.
Rahmadana, M. F., Mawati, A. T., Siagian, N., Perangin-angin, M. A., Refelino, J., Tojiri, M. Y. & Bahri, S. (2020). Pelayanan Publik. Yayasan Kita Menulis.
Ramadhan, I., Listyaningsih, L., & Fuad, A. (2014). Indeks Kepuasan Masyarakat pada Pelayanan Publik di Kelurahan Bungur Jakarta Pusat (Doctoral dissertation, Universitas Sultan Ageng Tirtayasa).
Ratih, R. (2021). Implementasi Peraturan Walikota Padang Nomor 54 Tahun 2018 Tentang Penyelenggaraan Mal Pelayanan Publik (Doctoral dissertation, Universitas Andalas).
Ristiani, I. Y. (2020). Manajemen pelayanan publik pada mall pelayanan publik di Kabupaten Sumedang Provinsi Jawa Barat. Coopetition, 11(2), 325691.
Rizaldin, A. (2021). Implementasi Penyelenggaraan Mal Pelayanan Publik Di Kota Padang (Doctoral dissertation, Universitas Andalas).
Sari, RP, Rahayu, AYS.(2021). Faktor-Faktor Yang Mempengaruhi Implementasi Kebijakan Penyelenggaraan Mal Pelayanan Publik.PERSPEKTIF, 10(1): 230-238.
Sawir, M. (2020). Birokrasi Pelayanan Publik Konsep, Teori, dan Aplikasi. Deepublish.
Suandi, S. (2019). Analisis Kepuasan Masyarakat terhadap Pelayanan Publik Berdasarkan Indeks Kepuasan Masyarakat di Kantor Kecamatan Belitang Kabupaten OKU Timur. Jurnal Ilmu Administrasi dan Studi Kebijakan (JIASK), 1(2), 13-22.
Wulandari, P. (2019). Respon Pedagang Pada Revitalisasi Pasar Raya Padang (Studi Kasus: Mal Pelayanan Publik Kota Padang) (Doctoral dissertation, Fakultas Ilmu Sosial).
Copyright (c) 2023 Aviva Amalda, Lince Mangriasti
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
All articles submitted by the author and published in the Jejaring Administrasi Publik are fully copyrighted to their authors under the Creative Commons Attribution-ShareAlike 4.0 International License. The formal legal aspect of journal publication accessibility refers to the Creative Commons Attribution-ShareAlike (CC BY-SA).
The Creative Commons Attribution-ShareAlike (CC BY-SA) license allows for the redistribution and reuse of licensed works provided that the creator is given appropriate credit and that any derivative work is available under a "same, similar, or compatible license". In addition to the above provisions, the editorial board is not responsible for copyright infringement.