Pendampingan Kantor Desa Sumberejo Kota Kediri dalam Penerapan Permenpan RB Nomor 14/2017 Tentang Pedoman Penyusunan Survey Kepuasan Masyarakat

Authors

  • Ajie Hanif Muzaqi Fakultas Ilmu Sosial dan Ilmu Politik Universitas Kadiri
  • Tri Ambulanto Fakultas Ilmu Sosial dan Ilmu Politik Universitas Kadiri
  • Elly Widiarti Fakultas Ilmu Sosial dan Ilmu Politik Universitas Kadiri

DOI:

https://doi.org/10.24127/sss.v5i2.1653

Keywords:

Pendampingan, Survei Kepuasan Masyarakat, Pelayanan Publik

Abstract

ABSTRAK

 

Seiring berkembangnya ilmu pengetahuan dan teknologi, terdapat beberapa macam survei di lingkungan masyarakat belakangan ini diantaranya survei terkait sosial ekonomi, survei opini publik, survei terkait riset bisnis yang biasanya disebut sebagai riset pasar, dan lain sebagainya. Salah satu survei yang menjadi tolak ukur dalam menilai kepuasan masyarakat terhadap layanan publik adalah survei kepuasan masyarakat atau (SKM). Survei ini didasari dari banyaknya layanan publik yang masih belum optimal dari aspek kualitas maupun kuantitasnya. Sehingga melalui payung regulasi Permenpan RB Nomor 14 Tahun 2017 ini pemerintah terus berupaya dalam meningkatkan kualitas layanannya. Pengukuran SKM sangat diperlukan di Kantor Desa Sumberejo untuk menilai perkembangan kinerja aparatur pemberi layanan. Pengukuran SKM ini juga sebagai alat kendali yang efektif bagi penyaluran aspirasi masyarakat khususnya pengguna layanan publik di Kantor Desa Sumberejo. Hasil dari pendampingan SKM yang dilakukan di Kantor Desa Sumberejo memperlihatkan kualitas layanan administratif dalam kategori BAIK. Meskipun demikian terdapat 2 (dua) unsur pelayanan yang masih harus diperbaiki, sebab ke-dua unsur terbetu memiliki kategori KURANG BAIK.

Kata Kunci:  Pendampingan, Survei Kepuasan Masyarakat, Pelayanan Publik

 

ABSTRACT

Along with the development of science and technology, there are various types of surveys in the community including socio-economic surveys, public opinion surveys, business research surveys or market research, and so on. The type of survey that is used as a reference for assessing community satisfaction is the community satisfaction survey or (Survei Kepuasan Masyarakat). This survey is based on public services that are still not optimal in terms of quality and quantity. So that through Permenpan RB Nomor 14 Tahun 2017 the government continues to improve the quality of public services. SKM measurement is very necessary for the Sumberejo Village Office to assess the development of apparatus performance. This SKM measurement is also an effective controller for the distribution of community aspirations, especially public service users in Sumberejo Village. The results of SKM assistance show that the quality of administrative services is in a GOOD category. However, there are two elements of service that still need to be improved, because the two elements are categorized as LESS GOOD.

Keywords: Accompaniment, Community Satisfaction Survey, Public Service.

References

Hung, W.-H., & Lin, C.-Y. 2018. Strategic Alignment and Performance for Service-oriented Smart Government in Taiwan: A Comparison between Government Officials and Private Sector Managers. The 18th International Conference on Electronic Business, 586–595.
Li, Y., & Shang, H. 2020. Service quality, perceived value, and citizens’ continuous-use intention regarding e-government: Empirical evidence from China. Information & Management, 57(3), 103197.
Meijer, A. J., Lips, M., & Chen, K. 2019. Open governance: A new paradigm for understanding urban governance in an information age. Frontiers in Sustainable Cities, 1, 3.
Muzaqi, A. H., Pratama, M. R., & Widodo, S. 2019. Strategi Peningkatan Kesejahteraan Sosial Penyandang Disabilitas Netra Melalui Kebijakan Ingklusif. Journal Publicuho, 3(3), 381–393.
Peraturan Menteri Pendayagunaan Aparatur Negara dan Reformasi Birokrasi Nomor 14 Tahun 2017 Tentang Pedoman Survey Kepuasan Masyarakat.
Rita, P., Oliveira, T., & Farisa, A. 2019. The impact of e-service quality and customer satisfaction on customer behavior in online shopping. Heliyon, 5(10), e02690.
Semil, N. 2018. Pelayanan prima instansi pemerintah: kajian kritis pada sistem pelayanan publik di Indonesia. Prenada Media.
Sitepu, M. R. 2019. Analisis Kepuasan Pasien Rawat Inap Berdasarkan PERMENPAN RB Nomor 14 Tahun 2017 Di RSUD Dr. RM Djoelham Binjai Tahun 2018.
Wibowo. 2016. Manajemen Kinerja (kelima). rajawali pers.

Downloads

Issue

Vol. 5 No. 2 (2021): Agustus 2021

Section

Artikel

License

Authors who publish with this journal agree to the following terms:

    • Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution License that allows others to share the work with an acknowledgment of the work's authorship and initial publication in this journal.  Creative Commons Attribution 4.0 International License.
    • Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgment of its initial publication in this journal.
    • Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work.
    • The author warrants that the article is original, written by stated author(s), has not been published before, contains no unlawful statements, does not infringe the rights of others, is subject to copyright that is vested exclusively in the author and free of any third party rights, and that any necessary written permissions to quote from other sources have been obtained by the author(s).
Creative Commons License
Creative Commons License
SINAR SANG SURYA: Jurnal Pusat Pengabdian kepada Masyarakat is licensed under a Creative Commons Attribution 4.0 International License.