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All Journal Central Publisher Wissen: Jurnal Ilmu Sosial dan Humaniora
Karmila Djafar
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Religion Agriculture, Biological Sciences & Forestry Humanities Automotive Engineering Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Education Engineering Social Sciences Other

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ANALISIS INDEKS KEPUASAN MASYARAKAT DALAM PENINGKATAN KUALITAS PELAYANAN PUBLIK INDONESIA Sri Yulianty Mozin; Fatma Nia Kasim; Karmila Djafar
Journal Central Publisher Vol 3 No 4 (2025): Jurnal Central
Publisher : Central Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.60145/jcp.v3i4.635

Abstract

Latar Belakang : Indeks Kepuasan Masyarakat (IKM) merupakan instrument evaluative untuk mengukur mutu layanan publik berdasarkan persepsi masyarakat. Tujuan : Penelitian ini bertujuan mengidentifikasi pengertian IKM, unsur-unsur pelayanan yang berpengaruh dalam penilaian kepuasan, serta metode pengukurannya. Metode : Kajian literatur menunjukkan bahwa unsur seperti kecepatan layanan, transparansi biaya, dan kompetensi petugas sangat memengaruhi kepuasan masyarakat. Selain itu, komunikasi yang efektif dan kemudahan akses terhadap layanan juga berperan penting. Metode seperti Importance-Performance Analysis (IPA) dan Customer Satisfaction Index (CSI) sering digunakan untuk mendapatkan hasil yang komprehensif, memungkinkan instansi publik mengidentifikasi area yang perlu diperbaiki. Hasil dan Pembahasan : Temuan penelitian ini menunjukkan bahwa pengukuran IKM yang tepat dapat memberikan wawasan berguna bagi pemerintah dan lembaga publik untuk meningkatkan pelayanan. Kesimpulan : Dengan demikian, instansi dapat lebih mudah mengidentifikasi kekuatan dan kelemahan dalam pelayanan yang diberikan, sehingga mengoptimalkan anggaran dan kebijakan yang ditetapkan.
Implementasi Asas-Asas Umum Pemerintahan Yang Baik Dalam Pelayanan Penerbitan E-Ktp: Studi Dugaan Maladministrasi pada Dinas Kependudukan dan Pencatatan Sipil Kabupaten Gorontalo Raihan A. Hanasi; Karmila Djafar; Marcela Puwa; Fadila Al-Hamid; Dwi Rahmatia Nurkamiden
WISSEN : Jurnal Ilmu Sosial dan Humaniora Vol. 4 No. 2 (2026): Mei : WISSEN : Jurnal Ilmu Sosial dan Humaniora
Publisher : Asosiasi Peneliti Dan Pengajar Ilmu Sosial Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62383/wissen.v4i2.1720

Abstract

The issuance of electronic identity cards (e-KTP) represents one of the most fundamental public services administered by the Population and Civil Registration Office (Disdukcapil). Nevertheless, various forms of alleged maladministration in this service delivery continue to be unresolved in many regions, including Gorontalo Regency. This study aims to analyze the implementation of the General Principles of Good Governance (AUPB) in e-KTP issuance practices at Disdukcapil Gorontalo Regency and to identify forms of alleged maladministration. Using a descriptive qualitative approach, primary data were drawn from the 2025 Maladministration Assessment Report of the Ombudsman RI Gorontalo Province Representative and official institutional documents, supplemented by secondary data from scientific journals, legislation, and verified news sources. Findings reveal that Gorontalo Regency obtained a final score of 64.79 with a 'Moderate Quality Without Maladministration' rating the lowest among four evaluated local governments. Three critical areas were identified: (1) non-compliance with service completion time standards, (2) unofficial administrative burdens including out-of-office form purchases, contravening the principle of proportionality, and (3) low public trust levels reflecting accountability deficits. This study contributes by elaborating the legal dimensions of AUPB as a more structured maladministration evaluation framework compared to prior studies focused primarily on public service management dimensions.
Co-Authors Dwi Rahmatia Nurkamiden Fadila Al-Hamid Fatma Nia Kasim Marcela Puwa Raihan A. Hanasi Sri Yulianty Mozin