Indeks Kepuasan Masyarakat Atas Pelayanan Publik Jalan Provinsi Pada Wilayah Kerja Pembangunan (WKP) III Pandeglang-Lebak

Arlan Marzan; Isvan Taufik; Zainul Hakim; Karvina Budiwati Apriliani; Agus Lukman Hakim; Hanifah

doi:10.30656/sawala.v12i1.8801

Authors

Arlan Marzan Dinas Pekerjaan Umum dan Penataan Ruang Provinsi Banten
Isvan Taufik Dinas Pekerjaan Umum dan Penataan Ruang Provinsi Banten
Zainul Hakim Dinas Pekerjaan Umum dan Penataan Ruang Provinsi Banten
Karvina Budiwati Apriliani Dinas Pekerjaan Umum dan Penataan Ruang Provinsi Banten
Agus Lukman Hakim Dinas Pekerjaan Umum dan Penataan Ruang Provinsi Banten
Hanifah Dinas Pekerjaan Umum dan Penataan Ruang Provinsi Banten

DOI:

https://doi.org/10.30656/sawala.v12i1.8801

Keywords:

Community Satisfaction, Public Services, Provincial Roads, Development Work Areas (III)

Abstract

The aim of this research is to analyze the results of the community satisfaction index survey regarding provincial road public services in the Pandeglang-Lebak III development work area (WKP). This research was analyzed quantitatively descriptively. The sampling technique used was purposive sampling with a combination of accidental sampling techniques, the number of samples using the Lemeshow formula with a total of 196 respondents using provincial roads. The research methods used are the Importance Performance Analysis (IPA) and Customer Statistics Index (CSI) methods. The results of the research show that the Importance Performance Analysis (IPA) method obtained results from 32 questions, of which 3 questions were in quadrant I (High Importance, Low Satisfaction), while 16 questions were in quadrant II (High Importance, High Satisfaction), while 9 questions were is in quadrant III (Low Importance, Low Satisfaction) and there are 4 questions in quadrant IV (Low Importance, High Satisfaction). The results of the Customer Statistics Index (CSI) analysis obtained a CSI result of 83.25%. This shows that people using provincial roads in the Pandeglang-Lebak III development work area (WKP) are in the Good criteria. based on the criteria in the interpretation in PERMENPAN RB No. 14 of 2017.

Author Biography

Arlan Marzan, Dinas Pekerjaan Umum dan Penataan Ruang Provinsi Banten

The aim of this research is to analyze the results of the community satisfaction index survey regarding provincial road public services in the Pandeglang-Lebak III development work area (WKP). This research was analyzed quantitatively descriptively. The sampling technique used was purposive sampling with a combination of accidental sampling techniques, the number of samples using the Lemeshow formula with a total of 196 respondents using provincial roads. The research methods used are the Importance Performance Analysis (IPA) and Customer Statistics Index (CSI) methods. The results of the research show that the Importance Performance Analysis (IPA) method obtained results from 32 questions, of which 3 questions were in quadrant I (High Importance, Low Satisfaction), while 16 questions were in quadrant II (High Importance, High Satisfaction), while 9 questions were is in quadrant III (Low Importance, Low Satisfaction) and there are 4 questions in quadrant IV (Low Importance, High Satisfaction). The results of the Customer Statistics Index (CSI) analysis obtained a CSI result of 83.25%. This shows that people using provincial roads in the Pandeglang-Lebak III development work area (WKP) are in the Good criteria. based on the criteria in the interpretation in PERMENPAN RB No. 14 of 2017

References

Azizah, E. C. I., Aryadita, H., & Herlambang, A. D. (2018). Evaluasi kualitas website forum diskusi online menggunakan metode webqual 4.0 dan importance performance analysis (Studi kasus pada website dictio). Jurnal Pengembangan Teknologi Informasi dan Ilmu Komputer, 2(8), 2549-2559
Dimasyahputra, A. S. (2021). Kualitas Pelayanan Jalan Tol (Studi Kasus: Jalan Tol Soroja) (Doctoral dissertation, Universitas Komputer Indonesia).
Hardiyansyah, H. (2018). Kualitas Pelayanan Publik: Konsep, Dimensi, Indikator Dan Implementasinya. Gava Media.
Hakim, A. L., Sanjaya, N., Hanifah & Yuniar, S. (2023). Analisis Indeks Kepuasan Masyarakat Terhadap Pelayanan Publik Jalan. Jurnal Sosial Humaniora, 14(1).
https://www.cnnindonesia.com/nasional/20230103143538-20-895545/baru-diperbaiki-jalan-provinsi-di-pandeglang-amblas.(diakses.07 September 2023)
Martilla, J. A. and James, J.C. (1977). Importance-Performance Analysis. The Journal of Marketting, 41(1), pp. 77-79.
Permenpan RB No 14 Tahun 2017 Tentang Pedoman Penyusunan Survei Kepuasan Masyarakat Unit Penyelenggara Pelayanan Publik
Parasuraman, Valarie A., Zeithmal dan Leonard L, Berry. 1998. Servqual A Multipel Item Scale For Meansuring Customer Perseption of Service Quality. Jurnal of Relating
Sinnun, A. (2017). Analisis Kepuasan Pengguna LMS Berbasis Web Dengan Metode Servqual, IPA dan CSI. Jurnal Informatika, 4(1).
Sugiyono. (2017). Metode Penelitian Kuantitatif, Kualitatif, dan R&D. Bandung: Alfabeta, CV.
Undang-Undang No 25 Tahun 2009 Tentang Pelayananan Publik
Yana, A. A. G., Astana, I. N. Y., & Salasa, B. S. (2018). Efektivitas Layanan Jalan Tol Bali Mandara Dalam Memenuhi Kepuasan Pengguna. Jurnal Spektran, 6(2), 224-233
Zuna, H. T., Hadiwardoyo, S. P., & Rahadian, H. (2014). Atribut Pelayanan Jalan Tol dalam Peningkatan Kualitas Berkendara (Studi Kasus: Jalan Tol Makassar). Proceeding Konferensi Regional Teknik Jalan ke-13, Makassar