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Journal : Socious Journal

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Optimizing the Public Satisfaction Index (IKM) to Improve Public Service Quality: A Case Study at the Surabaya Immigration Office Mustofa, Amirul; Wahyu Deby Leksono, Achmad; Widyawati
Socious Journal Vol. 1 No. 6 (2024): Socious Journal - December
Publisher : PT. Anagata Sembagi Education

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62872/4kykxd58

Abstract

Increasing public demand for quality public services has placed the Immigration Office in Surabaya under scrutiny. As a provider of administrative services, this office must optimize its performance to meet public expectations. However, maintaining reliability, efficiency, and responsiveness remains a challenge. The Public Satisfaction Index (IKM) is used as a key indicator to measure service quality. This study aims to analyze the efforts to optimize IKM in improving service quality at the Surabaya Immigration Office. The research employs a qualitative method with a case study approach, collecting data through interviews with passport applicants and public satisfaction surveys. The aspects measured include reliability, assurance, tangibles, empathy, and responsiveness. The data were analyzed to determine how each aspect affects public satisfaction and to identify areas for improvement to enhance the IKM. The study results indicate that service reliability reached 85%, but internal efficiency still needs improvement. Assurance contributed 78%, with technical issues requiring attention. Tangibles were rated at 82%, though facility modernization is necessary. Empathy received 68%, highlighting the need for improved attention from staff during peak workloads. Responsiveness was rated at 70%, with a need for increased consistency in providing personal attention. Recommendations include regular training and performance evaluations to ensure consistent service standards. The Surabaya Immigration Office should consider increasing staff or utilizing technology, such as online applications, to handle applicant surges and expedite administrative processes. Additional staffing and resource allocation improvements are essential, especially in primary service areas, to maintain responsiveness and empathy.
Co-Authors Abdul Aziz Adib Norma Respati Aditama Agustian Affandy Agusman Aris Agian, M Jeffry Agnes Mahayanti Ahrana Al Malik Fahd Aldi Irvan Syahputra Alfridus Naif Amirul Mustofa Andi Irawana Andi Tenri Abeng Andika, Dicky Anggraini, Netta Anisa Anisa Fitri Anwar Deli Arifuddin M. Arif Asror, Muhammad Astuti Ahmad Astuti, Tani Barraq, Helmi Bayu Fajar Susanto Brama Nalendra Chatarina Umbul Wahyuni Cita, ⁠⁠Insani Amelia Darmawangsa Devy Pramudiana , Ika Devy Pramudiana, Ika Dewi Sulfa Saguni Dinda Triviana Dwijosusilo , Kristyan Dwijosusilo, Kristyan Elsi Dwi Hapsari Epifani Dwi Agustin Fahreza Y H, M Ryan Fairuzzabadi Fatah, Zainal Fathonah , Ainnun Febri Irwandi Febriana , Rosa Indah Fera Dwidarti Hamdani Hamid Hanif Kurniadi Hardiansyah Harfaeni Hariwibowo, Budi Haryati, Eny Herry Wahyudi Susanto Hilmi Nur Huda Al Mubaroq Huda, Muh. Ardika Nurul Ida Ariyani Ika Devy Pramudiana Ilhamsyah Intansari Nurjannah Irawan, Dana Prayoga Jayawarsa, A.A. Ketut Juliana, Aisyah Khairul Anwar Komarudin Kuswanto, Andri Lafina, Alfonsus Rahanratu Lukman. S M. Agus Safrian Nur M. Tarmizi Mali, Yovita Paru Malika, Illinia MARDIANA Maruta, IGN Anom Maulida, .Shopia Wahyu Moh. Akhtar Setia Ramadhan Eka Diningrat MUCHLIS MUHAMMAD BAKRI Muhammad Hidayat Djabbari Muhammad Rais Rahmat Muhammad Yuzan Wardhana Muntaha, Alpian Nazaruddin Nia Asdina Nihayatus Sholichah Nihayatus Sholihah Nimrah Rahmayanti Yusuf NINA AGUSTINA Nur Rizki, Moh. Irfan Nurhaida, . Nurjannah Nursida. Zinatal Hayati, Rofika Nofri Yandra. Nurul Ummayah Yate Nuzulullail, Agung Subakti Parida Marjuliana Pramudiana, Ika Devi Pramudiana, Ika Devy Prayogi, Khalfi Puspitasari, Halfie Zaqiyah Gusti Raditya Adi Kartika Raflesia, Wikhe Baslen Rahmi Khoiriah Nasution Raju Maulana Recky Rischa Putriana Rosidah Saguni, Dewi Sulfa Saputra, M. Zaldiaz Saputri, Irma Aullia Sinar Sitti Muflihah Sitti Mukarromah Sri Dhamayani Sri Handayani Sri Hidayanti Sri Kamariyah Sri Roekminiati Sri Yuyun Sriayu Pracita Srie Juli Rachmawatie St Muriati, St Sukmadewi, Baiq Syafira Audia Sukniati sukristyanto, Agus Sulmiah Sumanata, Lalu Ridhayan Sunarya , Aris Supriyadi Suwardi didi Syafrina Dina Taryono Tri Pamujiasih Ulum, Reza Miftahul Wahyu Deby Leksono, Achmad Wardhono, Hendro Widya Puspita Sari Yuliana Nurhayati Yuliana Yuliana Yunita Tasik Zulfhi Surya, Roberta