PENILAIAN KINERJA PELAYANAN MASYARAKAT PADA KANTOR KECAMATAN SIMOKERTO

Abstract

This research aims to determine the level of public satisfaction with the service of the Simokerto District Office by using the General Guidelines for the Preparation of the Satisfaction Index of Community Service Unit of Government Institutions in improving the quality of public services. Public service is a thing that cannot be separated from the role of state apparatus in providing services to the public.This research uses qualitative research method, with performance appraisal that include: productivity, service quality, accountability responsibility and responsiveness. The object of research used is a government agency engaged in the field of public service that is the District Office Simokerto Surabaya. Sample method used in this research is a questionnaire, and has been obtained of 150 respondents.The results showed that the performance measurement using the Satisfaction Index of Community (IKM) based on the Decree of the Minister of Administrative Reforms Number: KEP / 25 / M.PAN / 2/24 shows that the quality of service at the District Office Simokerto Surabaya is said to be good because there is no criticism from citizens receiving services from the District Office Simokerto.
Keywords: Service performance measurement, public satisfaction index (IKM), service performance analysis