ANALISIS INDEKS KEPUASAN MASYARAKAT PADA PELAYANAN ELEKTRONIK KARTU TANDA PENDUDUK PADA ERA REFORMASI DI KECAMATAN SENTOLO KABUPATEN KULON PROGO

Abstract

In the era reformation of public service is a process that is very strategic because it takes place inside a very intensive interaction among residents of public service users and providers of public service institutions. Product and process quality public services can be observed, assessed and beneficial to the people.

                The face of bureaucratic behavior can be reflected in the attitudes of bureaucrats in providing services to the community. If you want to improve the quality of service the government should be able to serve the community as expected. To measure the level of satisfaction over government services the minister has issued Decision No. KEP/25/M.PAN/2/2004 about General Guidelines for Preparation of Community Satisfaction Index Government Services Unit.

                This type of quantitative descriptive study aimed at knowing the satisfaction index on the Identity Card of the electronic services (e-ID). This study uses a survey method, using the performance indicators of public organizations as follows: 1) The procedure of service, 2) Clarity of service personnel, 3) Disciplinary care workers; 4) The ability of service personnel; 5) Speed of service; 6) Fairness in getting service; 7 ) Courtesy and Friendliness of service personnel; 8) Confirmation of the cost of service; 9) Assurance service schedule, and 10) Leisure environment.