Bubungan Tinggi: Jurnal Pengabdian Masyarakat
Vol 5, No 4 (2023)

Pelatihan Evaluasi Kualitas Pelayanan Publik Kelurahan di Kecamatan Sukajadi, Bandung

Jimmy Gozaly (Program Studi Teknik Industri - Universitas Kristen Maranatha)
Yulianti Yulianti (Universitas Kristen Maranatha)
Christina Wirawan (Universitas Kristen Maranatha)
Indah Victoria Sandroto (Universitas Kristen Maranatha)
Melina Hermawan (Universitas Kristen Maranatha)
Christina Christina (Universitas Kristen Maranatha)
Indah Ariyani (Universitas Kristen Maranatha)
Kevin Hidayat (Universitas Kristen Maranatha)



Article Info

Publish Date
01 Dec 2023

Abstract

Kelurahan sebagai perangkat kecamatan dituntut untuk dapat memberikan pelayanan publik yang memuaskan bagi masyarakat. Evaluasi terhadap kinerja pelayanan dilakukan secara berkala melalui Survei Kepuasan Masyarakat (SKM), dengan hasil berupa nilai Indeks Kepuasan Masyarakat (IKM) yang menjadi tolak ukur keberhasilan dalam memberikan pelayanan kepada masyarakat. Pihak kelurahan seringkali mengalami kesulitan dalam menetapkan prioritas perbaikan kinerja yang perlu dilakukan, mengingat cukup banyaknya unsur-unsur penilaian yang digunakan pada SKM. Untuk mengatasi hal tersebut dilakukan pengukuran terhadap tingkat kepentingan masyarakat terhadap unsur-unsur pelayanan yang digunakan sebagai dasar penetapan bobot dalam perhitungan nilai IKM dan penggunaan diagram Importance Performance Analysis (IPA) untuk menetapkan prioritas unsur-unsur pelayanan yang perlu ditingkatkan. Kegiatan pengabdian pada masyarakat dilakukan dalam bentuk pelatihan bagi pegawai kantor-kantor kelurahan di Kecamatan Sukajadi Kota Bandung, dimana pada akhir pelatihan peserta menguasai cara menetapkan prioritas perbaikan pelayanan berdasarkan penilaian tingkat kinerja dan tingkat kepentingan masyarakat terhadap unsur-unsurnya, sehingga diharapkan upaya peningkatan kinerja yang dilakukan dapat memberikan kepuasan bagi masyarakat. An urban village as a sub-district apparatus is required to provide satisfactory public services for the community. Evaluation of service performance is carried out periodically through Community Satisfaction Surveys (SKM), with the results in the form of Community Satisfaction Index (IKM) values, which measure success in providing services to the community. Urban village parties often experience difficulties in setting priorities for performance improvements that need to be carried out, considering that several assessment elements are used in SKM. To overcome this, a measurement is made of the level of public interest in the service elements, which is used as the basis for determining the weight in calculating the IKM value and the use of the Importance Performance Analysis (IPA) diagram to determine the priority of the service elements that need to be improved. Community service activities are carried out in the form of training for village office employees in Sukajadi District, Bandung City, for two consecutive days, where at the end of the training, the participants master how to set priorities for service improvement based on an assessment of the level of performance and the level of community interest in its elements, so that It is hoped that the efforts to improve the performance carried out can provide satisfaction for the community. 

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Journal Info

Abbrev

btj

Publisher

Subject

Social Sciences Other

Description

Bubungan Tinggi: Jurnal Pengabdian Masyarakat publishes articles from community service. This Bubungan Tinggi: Jurnal Pengabdian Masyarakat is periodically published by Faculty of Teacher Training and Education, Universitas Lambung Mangkurat. Bubungan Tinggi: Jurnal Pengabdian Masyarakat published ...