ANALISIS KEPUASAN MASYARAKAT TERHADAP LAYANAN PUBLIK BERDASARKAN INDEKS KEPUASAN MASYARAKAT (IKM) DI KANTOR KECAMATAN SINGOSARI KABUPATEN MALANG

Abstract

This research is motivated by the importance of improving the quality of public services to meet the growing needs of the community. Singosari district in Malang Regency, as a government agency, seeks to evaluate the quality of public services by measuring the Public Satisfaction Index (IKM). This measurement is carried out to understand public satisfaction and identify service areas that need improvement. The purpose of this study is to measure public satisfaction with public services at the Singosari district Office and evaluate service performance by referring to the nine elements stipulated by PERMENPAN RB No. 14 of 2017. This study uses a descriptive quantitative method with data collection through a survey of 291 randomly selected respondents. The questionnaire given to respondents uses a Likert Scale, and the results are processed using Macro Excel. The results showed that the IKM of Singosari district was 86.43, which is included in the "Good" category. The cost/tariff element obtained the highest value, while the completion time obtained the lowest value, indicating the need for improvement in service duration. The use of Macro Excel tools can help speed up the analysis process and produce good and correct conclusions