Analisis Kepuasan Masyarakat Terhadap Pelayanan Publik Di Kantor Kecamatan Nanggalo Kota Padang Menggunakan Customer Satisfaction Index Dan Importance Performance Analysis.

Mira Mainerlis Nursyam (Mathematics Department Universitas Negeri Padang)
Helma Helma (Mathematics Department Universitas Negeri Padang)

Journal of Mathematics UNP
Vol 5, No 3 (2020): Journal Of Mathematics UNP

Abstractn-.The Nanggalo District Office is one of the offices that provides administrative services in the city of Padang. This Nanggalo District Office has facilities and services provided  to the community. However, the services from the Nanggalo District Office have not fulfilled the needs and desires of the peoplen in Padang City. This researchn goal is ton determine the level ofc Consumer Satisfactionn based on the Customer Satisfaction Indexn (CSI)n andn to determine thej  importance ofn each attribute based on Importance Performance Analysisn (IPA).. The data of this study. are primary data where there are 100 questionnaires that will be given directly to  people of Nanggalo District who have visited at least 2 times. The result showed thatn overall level ofn Comsumer Satisfactionn of 78% was in the range of value 66%-80,99% which indicated that the passenger satisfaction index was the “Satisfied” criterion. Keywords-the nanggalo district office, CSI, IPA