Analisis Indeks Kepuasan Masyarakat terhadap Pelayanan Perizinan pada Dinas Penanaman Modal dan Pelayanan Terpadu Satu Pintu (DPM-PTSP) Provinsi Jambi Tahun 2019

Abstract

This study aims to determine the level of community satisfaction through the results of a survey and assessment of the performance of services that have been provided by the apparatus of the DPM-PTSP Jambi Province licensing service provider in 2019. Dimensions measured to determine the community satisfaction index are Service Requirements, Systems, Mechanisms and Procedures Service, Service Time, Service Cost / Tariff, Product Specifications Type of Service, Implementing Competence, Behavior (Courtesy and Hospitality) Service Officers, Facilities and Infrastructure, Handling complaints, suggestions and input. This study uses a survey method that is supported by quantitative descriptive analysis. The population in this study is the User Services at the DPM-PTSP Jambi Province in 2019 as many as 200 people. While the sample is taken by random sampling or taken randomly and incidental sampling. The number of samples using a sample table from Morgan and Krejcie was 132 respondents.The analytical tool used is univariate and bivariate analysis. The index of community satisfaction in the DPM-PTSP of Jambi Province was 3,662 or 91,540 for the IKM value after being converted. The value of the IKM indicates that the service quality is at level A and the performance of the DPM-PTSP licensing service unit in Jambi Province is very good. There are 4 service elements that have a Community Satisfaction Index, namely Service Officer Behavior Elements (IKM 91,288), Implementing Competency Elements (IKM 90,909), Quality Facilities and Infrastructure Elements (IKM 89,962), Complaints Handling Elements, Suggestions and Feedback (IKM 89,394) ), but the quality of service is still at level A or categorized as very good. Furthermore, there are five service elements that have a Community Satisfaction Index (IKM) above the average Service Requirement Element (IKM 93,371), Service Procedure (IKM 92,424), Service Time (IKM 92,045), Service Cost / Tariff (IKM 92,614), Service Products (IKM 91,856). The service element that has the highest community satisfaction index is the service requirement element, then the service element that has the lowest community satisfaction index is the handling of complaints, suggestions and. The main factor influencing community satisfaction is the competence of the executor and handling of service complaints, input and advice on the DPM-PTSP licensing service unit of Jambi Province which must be appropriate and there is a complaint box, and there must be follow-up with transparent, accountable, and certain service complaint handling mechanisms. time table (time table) and legal certainty. Based on the results of the bivariate analysis that in the licensing service unit in DPM-PTS Jambi Province the service elements from elements 1 to 9 are still partial and not yet comprehensive and synergic. This can be seen from the relationship between elements that are not significant, it needs to be strengthened in the implementation of management functions, especially the stronger coordination and supervision functions between sectors in licensing services in DPM-PTS Jambi Province.