Analisis Indeks Kepuasan Masyarakat Pada Badan Perizinan Dan Penanaman Modal Kabupaten Ogan Komering Ilir

Saladdin Wirawan Effendy 

(Publikasi pada : Proceeding Seminar Nasional Akuntansi - Bisnis (SNAB) 2012, 27 Maret 2012, ISSN : 2252-3936)

Abstract 
In one of clause 5.2. and 8.2.1. in ISO 9001:2008 then the Licensing Board and Investment Ogan Ilir Komering satisfaction measurement should implement the communities it serves, this condition is also supported by a ministerial decree PAN No: KEP/25/M.PAN/2/2004 that megharuskan governmental organizations take measurements of community satisfaction. Licensing Agency and Investment Komering Ogan Ilir has done but the results of these measurements are not done the analysis. The purpose of this study were: to identify and analyze community satisfaction index on the Licensing Board and Investment Komering Ogan Ilir Respondents in this study is the population that is all the people who perform maintenance on the licensing and Licensing Agency Investment Ogan Ilir Komering month period from January to December 2010 with a total of 256 respondents and an average of 21 persons per month The results of analysis of the satisfaction index indicates that the element of service "posedur Services" and "Courtesy & friendliness officer" is an element of the waiter with the highest value. These results indicate that the element of service has been good so it should be maintained or enhanced in order to provide good service to the community. Service elements that have the lowest average value of the service elements are: Assurance Services schedules service and speed. HPI values are highest in June, where the service element is the lowest and Leisure Services Safety Environment The average value of SMI during the year 2010 is 78.06 which indicates that the SME is in a good degree Key words: Community Satisfaction Index

PENDAHULUAN 
Untuk dapat lebih meningkatakan pelayanan kepada masyarakat dan perbaikan organisasi secara terus-menerus berupa peningkatan mutu, produktivitas, atau efisiensi maka pihak Badan Perizinan dan Penanaman Modal Kabupaten Ogan Komering Ilir berusaha untuk memperbaiki sistem manajemen yang ada dengan menerapkan sistem manajemen mutu berbasis ISO 9001:2008. Dalam salah satu klausul 5.2. dan 8.2.1. dalam ISO 9001:2008 maka pihak Badan Perizinan dan Penanaman Modal Kabupaten Ogan Komering Ilir harus melaksanakan pengukuran kepuasan masyarakat yang dilayaninya, kondisi ini juga didukung oleh KepMen PAN No : KEP/25/M.PAN/2/2004 yang megharuskan organisasi-organisasi pemerintah melakukan pengukuran terhadap kepuasan masyarakat. Pihak Badan Perizinan dan Penanaman Modal Kabupaten Ogan Komering Ilir telah melakukan survei terhadap kepuasan masyarakat dengan mengacu pada KepMen PAN No : KEP/25/M.PAN/2/2004 tetapi hasil dari survei ini tidak dilakukan analisis, seharusnya sesuai dengan klausul pada ISO 9001:2008 tersebut organisasi harus melakukan analisis sebagai dasar dalam pembahasan rapat tinjauan manajemen yang berfungsi untuk peningkatan mutu, produktivitas, atau efisiensi. Berdasarkan . . . . (baca_selengkapnya)  

Artikel lengkap dikompilasi oleh/hubungi :

Kanaidi, SE., M.Si (Penulis, Peneliti, PeBisnis, Trainer dan Dosen Marketing Management).

e-mail ke : kana_ati@yahoo.com atau kanaidi@poltekpos.ac.id
HP. 08122353284

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