SATISFACTION INDEX ON THE PANDEMIC TIME : AN ALALISYS OF GOVERNMENT PERFORMANCE SERVICES IN BEKASI DISTRICT WEST JAVA PROVINCE Tati Sarihati, Bambang Rudiansah, Lusy Mukhlisiana, Ero Suhara
Universitas Langlangbuana
Abstract
goals are one of the important variables of good governance performance as a result of expected performance compared to actual performance in the field. When actual performance is higher than expectations, the customer feels satisfied and vice versa. The Bekasi Regency Communication, Information, Encryption, and Statistics Office as a regional service that functions to provide services to other institutions during the pandemic has not been maximal in satisfying the needs of information services, therefore it is necessary to analyze what factors influence it. By using the satisfaction instrument as a theoretical approach, the study was conducted using the method of explanation and gap analysis. Judging from the quality of service and the application of the service mix analyzed through the Importance Performance Analysis (IPA) it shows that there are no indicators that are included in the main priority quadrant, from all service satisfaction factors there are six important things that need to be improvised, namely regarding product specifications, types of services, handling complaints suggestions and input, timing, procedures- implementing requirements and competencies. The results of the analysis of the gap between the expectations of service users (interests) and the assessment of services that have been received (satisfaction) generally show that all indicators have gaps below 0.10 points. These conditions indicate that the overall performance of the services provided by the Bekasi Regency Communication, Information and Statistics Agency has approached the expectations of service users
Keywords: satisfaction index, public services, government performance
