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ANALISIS INDEKS KEPUASAN MASYARAKAT (IKM) TERHADAP PELAYANAN PUBLIK DI DAERAH OTONOM BARU (Studi Pada Dinas Koperasi dan UKM Perdagangan Dan Perindustrian Kabupaten Lombok Utara)

Zamroni, Muhammad Rizal (2012) ANALISIS INDEKS KEPUASAN MASYARAKAT (IKM) TERHADAP PELAYANAN PUBLIK DI DAERAH OTONOM BARU (Studi Pada Dinas Koperasi dan UKM Perdagangan Dan Perindustrian Kabupaten Lombok Utara). Other thesis, University of Muhammadiyah Malang.


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Normatively the formation of new region autonomous (DOB) has a goal as improving the quality of public services that will affect the welfare of the people toward better. Approach to service delivery with the new local government is assumed to be more able to provide better service than the parent local government services through the coverage of a wider service area. Through the process of regional development planning on a more limited scale, the public service according to local needs will be more available. Paradigm of a concept like this to make local government should continue to boost the performance of services. Both the government's poor performance will affect the level of community satisfaction. Therefore it is necessary to measure community satisfaction index to determine the public perception of the level of public service performance. Measurement of community satisfaction index can refer to the minister's decision No. KEP/25/M.PAN/2/2004 General Guidelines for Preparation of Society Satisfaction Index(IKM) Unit of Government Agencies. In a minister's decision was determined 14 elements used in the assessment of government performance measurement in public service in accordance with public perception. 14 elements of the proficiency level of service procedures, conditions of service, clarity of service personnel, ministry officials discipline, responsibility for service personnel, ministry officials capability, speed of service, a service of justice, politeness and friendliness of service personnel, the reasonableness of costs, certainty of cost, schedule assurance, environmental comfort , and environmental safety pelayanan.IKM measurements using the method of data collection through a questionnaire that will be carried out analysis and comparison with the theory of public service. IKM measurement results can indicate the performance level of government as a policy to establish further improvement of service quality. Service agencies are often in the spotlight due to lack of effective and efficient one of them is the licensing service. Therefore, researchers are interested to take up studies at the Department of Cooperatives and SMEs Trade and Industry of North Lombok regency. From the research to prove though as one of the important institutions and is on the DOB has many deficiencies, the Department of the satisfaction index Kopdagin got a pretty good of society terkai with public services. But it is still necessary to improve clarity khusnya associated with breakdown of costs and timeliness of service.

Item Type: Thesis (Other)
Subjects: Q Science > Q Science (General)
Divisions: Faculty of Social and Political Science > Department of Government Sience (65201)
Depositing User: Mrs Fatimah Azzahra
Date Deposited: 10 May 2016 07:51
Last Modified: 10 May 2016 07:51

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