HAYATI, DIAN (2022) ANALISIS INDEKS KEPUASAN MASYARAKAT TERHADAP PELAYANAN PUBLIK PADA APLIKASI LOKET VIRTUAL DI DIREKTORAT JENDERAL KEKAYAAN INTELEKTUAL. S2 thesis, Universitas Mercu Buana Jakarta-Menteng.
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Abstract
Tujuan dari penelitian ini adalah menganalisis nilai Indeks Kepuasan Masyarakat (IKM) dari pelayanan publik melalui aplikasi loket virtual di DJKI. Jenis penelitian yang digunakan ialah penelitian deskriptif dengan 2 tipe data yakni data primer dan data sekunder. Langkah-langkah penelitian ini sebagai berikut: (1) Persiapan survei, dilakukan dengan penetapan pelaksana dan penyiapan bahan survei; (2) Penetapan jumlah responden, lokasi dan dan pengumpulan data; dan (3) Pelaksanaan pengumpulan data. Urutan penelitian diawali dari studi pendahuluan, identifikasi data, pengolahan data, analisis data dan pembahasan. Terakhri, merumuskan kesimpulan dan saran yang merangkum semua hasil penelitian kemudian memberikan saran untuk penelitian berikutnya. Hasil penelitian ini adalah indeks kepuasan pelanggan (IKM) pelayanan melalui aplikasi virtual di Direktorat Jendral Kekayaan Intelektual dapat didapatkan kesimpulan sebagai berikut: (1) Berdasarkan kuisioner yang telah diberikan mengenai indeks kepuasan pelanggan (IKM) diperoleh nilai IKM sebesar 3,72 dengan nilai konversi IKM sebesar 93,05 yang berada pada mutu pelayanan yang sangat baik. (2) Dari nilai total IKM yang diberikan dari semua indikator, didapatkan nilai konversi IKM tertinggi ada pada indikator maklumat pelayanan dengan nilai konversi IKM 93,19 (sangat baik). Sementara nilai konversi IKM terendah ada pada indikator perilaku pelaksana dengan nilai konversi IKM 92,57 (sangat baik).’ This study aims to analyse the customer satisfaction index (CSI) of public services through the virtual counter application at Directorate General of Intellectual Property. The research type used is descriptive research with 2 types of data, viz. primary data and secondary data. The steps of this research are as follows: (1) Survey preparation, carried out by determining the implementer and preparing survey materials; (2) Determination of the number of respondents, location and data collection; and (3) Implementation of data collection. The research sequence begins with a preliminary study, data identification, data processing, data analysis and discussion. Finally, formulate conclusions and suggestions that summarize all research results and then provide suggestions for further research. The results are customer satisfaction index of services through virtual applications at Directorate General of Intellectual Property can be drawn: (1) based on the questionnaire that has been given regarding the customer satisfaction index, its value is 3.72 with a conversion value CSI is 93.05 which is in very good service quality. (2) From the total CSI value given from all indicators, the highest CSI conversion value was found in the service announcement indicator with a CSI conversion value of 93.19 (very good). While the lowest CSI conversion value is in the implementing behaviour indicator with a CSI conversion value of 92.57 (very good).
| Item Type: | Thesis (S2) |
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| NIM/NIDN Creators: | 55419120021 |
| Uncontrolled Keywords: | Community Satisfaction Index, virtual counter, public service, Indeks Kepuasan Masyarakat, loket virtual, pelayanan publik |
| Subjects: | 600 Technology/Teknologi > 620 Engineering and Applied Operations/Ilmu Teknik dan operasi Terapan > 621 Applied Physics/Fisika terapan 600 Technology/Teknologi > 620 Engineering and Applied Operations/Ilmu Teknik dan operasi Terapan > 621 Applied Physics/Fisika terapan > 621.3 Electrical Engineering, Lighting, Superconductivity, Magnetic Engineering, Applied Optics, Paraphotic Technology, Electronics Communications Engineering, Computers/Teknik Elektro, Pencahayaan, Superkonduktivitas, Teknik Magnetik, Optik Terapan, Tekn |
| Divisions: | Pascasarjana > Magister Teknik Elektro |
| Depositing User: | Priyo Raharjo |
| Date Deposited: | 07 Apr 2022 02:17 |
| Last Modified: | 07 Apr 2022 02:17 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/59517 |
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