ANALISIS INDEKS KEPUASAN MASYARAKAT DALAM MELAKUKAN TERA ULANG DI KABUPATEN GROBOGAN

Ratna Kawuri

doi:10.14710/jbs.24.1.26-38

@article{JBS14366, author = {Ratna Kawuri}, title = {ANALISIS INDEKS KEPUASAN MASYARAKAT DALAM MELAKUKAN TERA ULANG DI KABUPATEN GROBOGAN}, journal = {JURNAL BISNIS STRATEGI}, volume = {24}, number = {1}, year = {2015}, keywords = {pelayanan; kepuasan; masyarakat}, abstract = { Penelitian ini adalah tentang \"Analisis lndeks Kepuasan Masyarakat Dalam Melakukan Tera Ulang Di Kabupaten Grobogan\". Dalam penelitian ini akan diketahui (1) Bagaimanakah harapan dan realitas masyarakat terhadap birokrasi, petugas, kehandalan dan jaminan dalam melakukan tera ulang di Kabupaten Grobogan (2) Bagaimanakah Kriteria Pelayanan Menurut Kep. Menpan Nomor KEP/25/M.PAN/2/2004 dan (3) lndikator manakah yang dianggap penting dan berpengaruh dalam pelayanan kepada masyarakat. Populasi yang dipakai dalam penelitian ini adalah masyarakat yang melakukan tera ulang di Kabupaten Grobogan yang jumlahnya tidak terhingga. Penentuan sampel menggunakan area probability sample. Dalam penelitian ini Kabupaten Grobogan terbagi menjadi 19 Kecamatan, dan tiap kecamatan diambil 3 wajib tera, sehingga jumlah sampel adalah 19 x 2 x 3 = 114. Teknik analisis data menggunakan (1) Perhitungan perbandingan antara realitas dan harapan baik, (2) Perhitungan Nilai lndeks Kepuasan Masyarakat dengan memperhatikan Keputusan Menteri Pendayagunaan Aparatur Negara Nomor KEP/25/M.PAN/2/2004, (3) Metode Importance Performance Analysis (IPA). Hasil penelitian menunjukkan bahwa : (1) Terdapat kesenjangan antara harapan dan realitas masyarakat terhadap pelayanan tera ulang di Kabupaten Grobogan, (2) lndeks kepuasan responden dalam melakukan tera ulang di Kabupaten Grobogan berdasarkan Kep. Menpan Nomor KEP/25/M.PAN/2/2004 menunjukkan kriteria Baik dengan prosentase 71,30%, (3) Berdasarkan teknik Importance Performance Analysis (IPA) maka lndikator yang harus diprioritaskan yaitu : prosedur dalam pelayanan (X1), kemampuan petugas pelayanan (X6), keadilan mendapatkan pelayanan (X8), kewajaran biaya pelayanan (X10) dan kenyamanan lingkungan (X13).}, issn = {2580-1171}, pages = {26--38} doi = {10.14710/jbs.24.1.26-38}, url = {https://ejournal.undip.ac.id/index.php/jbs/article/view/14366} }

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