ABSTRACT

SATISFACTION INDEX MEASUREMENTS OF COMMUNITY SERVICES

IN SERDANG BEDAGAI SUMATERA UTARA

Syafrizal Helmi Situmorang
Shelmi09@gmail.com
Endang Sulistya Rini
endangsulistyarini@yahoo.co.id
Fakultas Ekonomi dan Bisnis Universitas Sumatera Utara

Public services by government official, there is still found a drawback which
cannot meet the expected quality of the community. It is characterized by the presence of
public complaints conveyed through the mass media, which can cause unfavorable image
of the government officials. The purpose of this study was to determine Customer
Satisfaction Index on Public Service in Serdang Bedagai. This research method is a
survey research method. Community satisfaction index measurement is conducted by
using public satisfaction measurement instruments listed in Ministerial Decree No.
Administrative Reform: KEP/25M.PAN/2/2004 Date: 24 February 2004) Guidelines for
Preparation General Public Satisfaction Index Services Unit Government Agencies. The
research subject is 150 respondents who use the service in Serdang Bedagai. Sampling
method is accidental sampling. Research shows that people's satisfaction index in
Serdang Bedagai in 2010 was2.86, in 2011 was 2.98 and in 2012was 2.79 means that
quality of service is "B.

Keywords: Satisfaction Index Society, Public Service

SATISFACTION INDEX MEASUREMENTS OF COMMUNITY SERVICES
IN SERDANG BEDAGAI SUMATERA UTARA

A. PREFACE
One way to increase the public services quality is by measuring community
satisfaction index (CS Index) as a benchmark to evaluating the service quality level.
Beside, the CS Index will become a reference to service elements that need to improve
and as a trigger to every public services unit to increase their service quality. CS Index
consists of data and information about community satisfaction level, which are obtained
from quantitative and qualitative measurement of how public services treating people by
comparing between peoples expectation and their needs. The purpose of CS Index
survey is to understand public services performance levels periodically as a reference to
state policies in term of increasing the public services quality in the future. Public
services by government instrument these days are still far away from people expectation
and there are still lacks of qualities. Descriptions and problems stated above are expected
solved by CS Index survey.
Public Instruments that are measured are Population and Civil Registration
Agency (Dinas Kependudukan dan Catatan Sipil) and subdistrict as one of public
instrument which its duty in administration of population and civil registration; Integrated
Permit Services and Capital Investment Office (Kantor Pelayanan Perijinan Terpadu dan
Penanaman Modal) which its duty in administration of permit handling as an autonomy
principle and helping duty and also Local Government Clinic (Puskesmas) which its duty
to helping peoples health services. The fact is there are still public instruments, which
arent consequent; this is proved from peoples complaints about their poor performances,
which are their services speed, behaviours, friendliness and cleanliness. These realities
need public instruments care along with peoples demand to create an honest and good
authorities government that are appropriate with President Instruction No. 1 year 1995
about Improvement of Public Instrument Services Quality and No. 5 year 2004 about
Acceleration of Corruption Removal.
The law Foundation of implementation of CS Index is Minister of Nation
Instruments Utilizations Decision No. KEP/25/M.PAN/2/2004 about Guidelines for
Preparation General Public Satisfaction Index Services Unit Government Agencies.
B. PURPOSE
Understanding public services performance levels periodically as a reference to
state policies in term of increasing the public services quality to community. CS Index
can be used as a reference about Service Units performances that are surveyed which are
Population and Civil Registration Agency, Integrated Permit Services and Capital
Investments Office, Local Government Clinic, and also 17 Subdistrict Offices in Serdang
Bedagai Regency.



C. POPULATION AND SAMPLE
Population in this survey are people who make Civil Registration Letter (Birth
Certificate, Marriage Certificate, Death Certificate, Child Confession Certificate, Child
Entitlement Certificate, Child Adoption Certificate, and Child Change Certificate) at
Population and Civil Registration Agency, people who make permit at Integrated Permit
Services and Capital Investments Office, people who go to Local Government Clinic, and
also make Identification card and Family card at the Subdistrict Offices. Survey has been
held for three consecutive years from 2010until 2012. Samples were taken randomly by
using Random Sampling technique. Amount of sample were 150 people from total of
people came on 15
th
22
nd
of June 2010, 26
th
of May 2
nd
of June 2011 and 15
th
29
th
of
August 2012.
D. RESEARCH LOCATION
Public Services Instrument that are become survey sources are stated below:
1. Population and Civil Registration Agency of Serdang Bedagai Regency.
2. Integrated Permit Services and Capital Investment Office.
3. Sei Rampah Local Government Clinic.
E. COMMUNITY SATISFACTION INDEX ELEMENTS
Based on Services principles that are stated in Minister of Nation Instruments
Utilization Decision No. 63/KEP/M.PAN/7/2003, which are expanded into 14 (fourteen)
elements that are relevant, valid, reliable, and must be consisted as minimal element for
measuring Community Satisfaction Index, which are:
1. Service Procedures: Ease of service phases that are given to people observed
from the service channel plot simplicity.
2. Service Requirements: Technical and Administrative Requirements that are
needed to get services as their need and their type.
3. Clarity of Services Officer: Clarity and Certainty of Officer who are giving
services (Name, Position, Responsibilities and Authorities)
4. Disciplines of Services Officer: Officers willing to work and giving services
primarily in term of time consistency with according rules.
5. Responsibilities of Services Officer: Clarity of Responsibilities and Authorities
of Officer in term of doing and finishing services.
6. Abilities of Service Officer: Level of expertise and skills in giving and finishing
services to community.
7. Services Speed: Target of finishing time can be acquired on time.
8. Justice in Service: Giving services without differentiating peoples statuses and
classes.
9. Behaviour and Friendliness of Officer: Behaviour and Morality of officer in
giving services to community are friendly and respectful.
10. Appropriate Service Charge: Communitys ability to pay the service charged.
11. Certainty Service Charge: Appropriate of service charge stated and service
charge paid.
12. Certainty of Service Schedule: Implementation of service time, equal with
stated rules.
13. Environmental Comfort: Service Building and Tools cleanliness, tidy, and well-
arranged so community is served well and comfort.
14. Security of Services: There are no environmental threats in public service
instruments and tools used, therefore the community feel safe to get service form
the government.
F. DATA ACQUIRING TECHNIQUE
This survey is using these data acquiring techniques:
Questionnaires, which is acquiring data and information by giving series of
written questions directly.
Interviews, which is acquiring data and information by asking question directly
about public services to respondents and noted directly.


G. PROCESS METHODS AND DATA ANALYSIS
To analyze data that are acquired from research result from the locations,
especially from the questionnaires to respondents so data that acquired are analyzed by
using quantitative analysis technique which using single table or frequencies table to
itemize data and stating percentage from each respondent. Therefore we will get the
dominant answer and analyze by observe at data trends. The next step form the data
acquired together with qualitative analysis by giving conclusion analysis as data acquired
so we can gather and understand Community Satisfaction Index from services that held
by Population and Civil Registration Agency, Integrated Permit Services and Capital
Investment Offices, Local Government Clinic, and 17 Subdistrict Offices in Serdang
Bedagai Regency.
Data Analysis Method is based on Minister of Nation Instruments Utilization
Decision No KEP/25/M.PAN/2/2004 about Guidelines for Preparation General Public
Satisfaction Index Services Unit Government Agencies. The value of CS Index counted
by using Weighted Average Score for each element. In counting the CS Index to 14
elements that are observed and calculated, every element has same weight with the
formula:

For acquiring CS Index value we used weighted average score approaches with
the formula:

For ease the interpretation of CS Index which is 25-100 so the result above is
converted with base score 25, with the formula:

Considering public service unit has different characteristics, so every unit is
allowed to:
1. Add relevant elements
2. Give different weight for 14 dominant elements in public services unit, with note
that total of elements weight is 1.
CS Index Interval, Converted CS Index, Services Quality and Performance
PERCEPTION
VALUE
CS INDEX
INTERVAL
VALUE
CONVERTED
CS INDEX
INTERVAL
VALUE
SERVICE
QUALITY
SERVICE
PERFORMANCE
1 1,00 1,75 25 43,75 D BAD
2 1,76 2,50 43,76 62,50 C NOT GOOD
3 2,51 3,25 62,51 81,25 B GOOD
4 3,26 4,00 81,26 100,00 A VERY GOOD

H. DATA ANALYSIS INSTRUMENT
Using data entry processes data and index counting is done by using computer
programme or by database system to ensure accountably data process and good
responsibilities so service given to community has good quality and tested value.
I. COMMUNITYSATISFACTION INDEX ANALYSIS
CommunitySatisfaction Index is measured by using weighted average score for
every element (there are 14 elements) which results are:









Servi ce Qual i ty Tabl e year 2010
N
O
SERVICE ELEMENTS VALUE
SERVICE
QUALITY
PERFOR
MANCE
1 SERVICE PROCEDURES 2.88 B GOOD
2 SERVICE REQUIREMENTS 2.95 B GOOD
3 CLARITY OF SERVICE OFFICER 2.87 B GOOD
4 DISCIPLINE OF SERVICE OFFICER 2.86 B GOOD
5
RESPONSIBILITIES OF SERVICE
OFFICER
2.98 B GOOD
6 ABILITY OF SERVICE OFFICER 2.97 B GOOD
7 SERVICES SPEED 2.62 B GOOD
8 JUSTICE IN SERVICES 2.93 B GOOD
9
BEHAVIOUR AND FRIENDLINESS
OF OFFICER
3.01 B GOOD
10 APPROPRIATE SERVICE CHARGE 2.84 B GOOD
11 CERTAINTY SERVICE CHARGE 2.70 B GOOD
12
CERTAINTY OF SERVICE
SCHEDULE
2.72 B GOOD
13 ENVIRONMENTAL COMFORTNESS 2.84 B GOOD
14 SECURITY OF SERVICE 3.18 B GOOD

Based on CS Index calculation, total score obtain from every public services unit
acquired from total average score every element, while Composite Index Value for every
element is total average score and every services element times with the same weighted.
Therefore The CS index for year 2010 is:
(2.88 x 0,071) + (2.95 x 0,071) + (2.87 x 0,071) + (2.86 x 0,071) + (2.98 x 0,071)
+ (2.97 x 0,071) + (2.62 x 0, 071) + (2.93 x 0, 071) + (3.01 x 0, 071) + ( 2.84 x
0, 071) + (2.70 x 0,071) + (2.72 x 0,071) + (2.84 x 0,071) + (3.18 x 0, 071) = 2. 86
Index Val ue = 2. 86
Therefore the index value of service unit of year 2010 results concluded as:
1. CS index 2010 after converted = Index Value x Element Value = 2.86 x 25 =
71.62
2. Service Quality: B
3. Service Performance: Good
While for the year 2011, CS Index calculation is stated below:
Servi ce Qual i ty Tabl e year 2011
N
O
SERVICE ELEMENTS VALUE
SERVICE
QUALITY
PERFOR
MANCE
1 SERVICE PROCEDURES 3,03 B GOOD
2 SERVICE REQUIREMENTS 3,19 B GOOD
3 CLARITY OF SERVICE OFFICER 3,18 B GOOD
4 DISCIPLINE OF SERVICE OFFICER 3,11 B GOOD
5
RESPONSIBILITIES OF SERVICE
OFFICER
3,10 B GOOD
6 ABILITY OF SERVICE OFFICER 3,05 B GOOD
7 SERVICES SPEED 3,01 B GOOD
8 JUSTICE IN SERVICES 3,01 B GOOD
9
BEHAVIOUR AND FRIENDLINESS
OF OFFICER
3,06 B GOOD
10 APPROPRIATE SERVICE CHARGE 3,05 B GOOD
11 CERTAINTY SERVICE CHARGE 2,97 B GOOD
12
CERTAINTY OF SERVICE
SCHEDULE
3,03 B GOOD
13 ENVIRONMENTAL COMFORTNESS 3,08 B GOOD
14 SECURITY OF SERVICE 3,12 B GOOD
Based on CS Index calculation, total score obtain form every public services unit
acquired from total average score every element, while Composite Index Value for every
element is total average score and every services element times with the same weighted.
Therefore The CS index for year 2011 is:
(3.03 x 0,071) + (3.19 x 0,071) + (3.18 x 0,071) + (3.11 x 0,071) + (3.10 x 0,071)
+ (3.05 x 0,071) + (3.01 x 0, 071) + (3.01 x 0, 071) + (3.06 x 0, 071) + ( 3.05 x
0, 071) + (2.97 x 0,071) + (3.03 x 0,071) + (3.08 x 0,071) + (3.12 x 0, 071) = 2. 98
Index Val ue =2. 98
Therefore the index value of service unit of year 2011 results concluded as:
1. CS index 2011 after converted = Index Value x Element Value = 2.98 x 25 =
74.53
2. Service Quality: B
3. Service Performance: Good

While for the year 2012, CS Index Calculation is stated below:
Servi ce Qual i ty Tabl e year 2012
NO SERVICE ELEMENTS VALUE
SERVICE
QUALITY
PERFORMANCE
1 SERVICE PROCEDURES 2.73 B GOOD
2 SERVICE REQUIREMENTS 2.91 B GOOD
3
CLARITY OF SERVICE
OFFICER
2.81 B GOOD
4
DISCIPLINE OF SERVICE
OFFICER
2.82 B GOOD
5
RESPONSIBILITIES OF
SERVICE OFFICER
2.94 B GOOD
6
ABILITY OF SERVICE
OFFICER
2.88 B GOOD
7 SERVICES SPEED 2.63 B GOOD
8 JUSTICE IN SERVICES 2.72 B GOOD
9
BEHAVIOUR AND
FRIENDLINESS OF
OFFICER
2.93 B GOOD
10
APPROPRIATE SERVICE
CHARGE
2.72 B GOOD
11
CERTAINTY SERVICE
CHARGE
2.57 B GOOD
12
CERTAINTY OF SERVICE
SCHEDULE
2.63 B GOOD
13
ENVIRONMENTAL
COMFORTNESS
2.87 B GOOD
14 SECURITY OF SERVICE 3.11 B GOOD
Based on CS Index calculation, total score obtain form every public services unit
acquired from total average score every element, while Composite Index Value for every
element is total average score and every services element times with the same weighted.
Therefore The CS index for year 2012 is:
(2.73x 0,071) + (2.91x 0,071) + (2.81x 0,071) + (2.82x 0,071) + (2.94x 0,071) +
(2.98x 0,071) + (2.63x 0, 071) + (2.72x 0, 071) + (2,93x 0, 071) + ( 2.72x 0, 071)
+ (2.57x 0,071) + (2.63x 0,071) + (2.87x 0,071) + (3.11x 0, 071) = 2. 81
Index Val ue = 2. 79
Therefore the index value of service unit of year 2012 results concluded as:
1. CS index 2012 after converted = Index Value x Element Value = 2.79 x 25 =
69.70
2. Service Quality: B
3. Service Performance: Good
The conclusion are generally CS Index from 2010 2012 for the Civil
Registration Certificate service, Identification Card and Family Card publish at
Population and Civil Registration Agency, Subdistrict Offices, Permit handling and
Retribution at Integrated Permit Services and Capital Investment Office, and also health
service at local government clinic at Sei Rampah is GOOD.
Stated below is Comparison CS Index Table from 2010 2012.
Communi ty Sati sfacti on Index Compari son Tabl e
NO SERVICE ELEMENT
NUP

NUP

NUP

2010 2011

2012

(NUP
2010)
(NUP2011)

(NUP2012)

1 SERVICE PROCEDURE 2.88 0.20 3.03 0.22 2.73 0.19
2 SERVICE REQUIREMENTS 2.95 0.21 3.19 0.23 2.91 0.21
3
CLARITY OF SERVICE
OFFICER
2.87 0.20 3.18 0.23 2.81 0.20
4
DISCIPLINE OF SERVICE
OFFICER
2.86 0.20 3.11 0.22 2.82 0.20
5
RESPONSIBILITIES OF
SERVICE OFFICER
2.98 0.21 3.1 0.22 2.94 0.21
6
ABILITY OF SERVICE
OFFICER
2.97 0.21 3.05 0.22 2.88 0.20
7 SERVICES SPEED 2.62 0.19 3.01 0.21 2.63 0.19
8 JUSTICE IN SERVICES 2.93 0.21 3.01 0.21 2.72 0.19
9
BEHAVIOUR AND
FRIENDLINESS OF OFFICER
3.01 0.21 3.06 0.22 2.93 0.21
10
APPROPRIATE SERVICE
CHARGE
2.84 0.20 3.05 0.22 2.72 0.19
11
CERTAINTY SERVICE
CHARGE
2.7 0.19 2.97 0.21 2.57 0.18
12
CERTAINTY OF SERVICE
SCHEDULE
2.72 0.19 2.03 0.14 2.63 0.19
13
ENVIRONMENTAL
COMFORTNESS
2.84 0.20 3.08 0.22 2.87 0.20
14 SECURITY OF SERVICE 3.18 0.23 3.12 0.22 3.11 0.22
CS INDEX

2.86

2.98

2.79
SERVICE QUALITY GOOD GOOD GOOD
SERVICE PERFORMANCE GOOD GOOD GOOD

Based on table above we can see the differentiation between CS Index from
Public Services from 2010 2012. At 2010 the CS Index Value is 2.86, and increased
0.12 point to 2.98 in 2011. This increasement are influenced by increasement of value
from 14 elements, which can we see from the table above. However in 2012, the CS
Index Value is decreasing 0.19 from 2.98 in 2011 to 2.79 in 2012. This decreasement are
also influenced by decreasement of value from 14 elements in 2012.
We can also comparing that CS Index after converted from 2010 2012 there are
quality fluctuations, which is between 2010 2011 there was an increasement but there
was decreasement between 2011 2012. Eventhough there is value fluctuation but
service quality level still in good category and service performance is also good, but we
can see that there are fluctuations of increasement and decreasment that should be noticed
and analyzed furthermore and take actions to anticipate decreasement for every services
from Civil Registration Certificate, Identification card and Family card publish in
Population and Civil Registration Agency, Subdistrict Offices, Permit handling and
Retribution in Integrated Pemit Services and Capital Investment Offices and also health
services in Sei Rampah local government clinic.
J. CONCLUSION AND RECOMMENDATION
1. CS Index in 2010 2012 for Civil Registration Certificate, Identification card and
Family card publish in Population and Civil Registration Agency, Subdistrict
Offices, Permit handling and Retribution in Integrated Pemit Services and Capital
Investment Offices and also health services in Sei Rampah local government
clinic which are measured from 14 elements that are service procedure, service
requirements, clarity of service officer, discipline of service officer,
responsibilities of service officer, ability of service officer, service speed, justice
in service, behaviour and friendliness of officer, appropriate sevice charge,
certainty of service charge, certainty of service schedule, environmental comfort,
and security of services based on characteristic that has been stated is GOOD.
2. Based on CS Index of Service Analysis in Civil Registration Certificate,
Identification card and Family card publish in Population and Civil Registration
Agency, Subdistrict Offices, Permit handling and Retribution in Integrated Pemit
Services and Capital Investment Offices and also health services in Sei Rampah
local government clinic in 2010 is 71.62, 2011 is 74.53, and 2012 is 69.70.
3. After comparing the CS Index 2010 to 2012 there are increasement in CS Index is
2.91 and from 2010 to 2011 the CS Index in 2011 is better from 2010 or 74.53
while CS Index of 2010 is 71.62, this means that service quality is increased.
However in 2011 2012 there are decreasement of 4.83 point which is caused by
CS Index of 2012 is 69.70, this means service quality is descreased. In the future,
this situation should be noticed more seriously so service quality to community
could be increased more.
Based on the conclusion, there are few things that need to be recommended,
which are stated below:
1. CS Index measurements primarily in basic services should be understanded as an
important thing in accountability valuing and Regency Governmental Success to
acquiring purpose autonomy policies that is increasing the service quality,
primarily in basic services such as population administration and civil registration,
permit and retribution handling and also health services.
2. Political Will is needed from Executives and Legislatives to realize commitment
of stocking enough the estimation of resources for increasing service quality in
Civil Registration Certificate, Identification card and Family card publish in
Population and Civil Registration Agency, Subdistrict Offices, Permit handling
and Retribution in Integrated Pemit Services and Capital Investment Offices and
also health services in Sei Rampah local government clinic.
3. Reward and Punishment should be established, for the staff that worked well will
be given rewards, such as incentives; in the other hand for the undisciplined staff
should be given punishment, and also to SKPD which has the best service quality
and performance which its purpose to repairement and increasement of services.
4. For the next CS Index measurement, good preparation and supports are needed
especially in amount of SKPD that measured, number of respondents, and also
measurement methods that are used so the result is better and can be used as a
reference for giving evaluating value to SKPD which has the best service quality
and performance in Serdang Bedagai Regency.
5. The need of improving questions and answers in the Community Satisfaction
Index questionnaires so that the questionnaires is more accurate and appropriate
with Serdang Bedagai condition and demography, such as answer options for
occupation and job should be added farmers, fishermen, and planters which are
main occupation for people of Serdang Bedagai.