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Peningkatan Kualitas Pelayanan Berdasarkan Pengukuran Indeks Kepuasan Masyarakat Pada Badan Kepegawaian Dan Pengembangan Sumber Daya Manusia (bkpsdm) Kabupaten Kepulauan Anambas

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The purpose of this study is to improve service quality based on the community satisfaction index measurement at the Personnel and Human Resource Development Agency (BKPSDM) of the Anambas Islands Regency. The services provided have not been able to prioritize quality and community satisfaction. To address this, an evaluation is conducted through the measurement of the community satisfaction index for civil servants (ASN). The community satisfaction index will compare the score levels obtained between the previous year, 2021, and the results of the 2022 community satisfaction index, which will be measured according to the community satisfaction index (IKM) method/formula. The type of research used in this study is quantitative with a descriptive approach. The number of respondents in the study is 92 people. Data collection techniques include questionnaires and interviews, with analysis using SPSS22. The results of the study on improving service quality based on the community satisfaction index measurement at the Personnel and Human Resource Development Agency (BKPSDM) of the Anambas Islands Regency show that service quality is good but still needs improvement. It can be seen that from the three indicators presented by the researchers, they fall into the good category. Overall, the efforts made by BKPSDM of the Anambas Islands Regency in improving service quality have had a significant positive impact on community satisfaction. Commitment to enhancing responsiveness, responsibility, staff competence, and service procedure efficiency demonstrates BKPSDM's dedication to providing the best service for the community.

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Detail Information

Call Number

Administrasi Publik 352.63 Pen R

Language

Indonesia

NPM

227122113

Publisher

Administrasi Publik : Universitas Islam Riau., 2024

Keyword(s)

Service Quality
Community Satisfaction Index

Other Information

Petugas

Luthfi Pratama

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