PENGUKURAN INDEKS KEPUASAN LAYANAN INFRASTRUKTUR KOTA MALANG TAHUN 2021

Abstract

Infrastructure Service Satisfaction Index (ISSI - IKLI) is a measure used to determine the level of community satisfaction with infrastructure development by the Government. IKLI can be a tool to get an objective picture of the community's perspective regarding infrastructure services provided by the government. The indicators used in measuring the Malang City IKLI in 2021 include physical availability, physical quality, suitability, utilization, and contribution to the economy. The purpose of the preparation of the Malang City IKLI in 2021 is to measure the achievement of the infrastructure service satisfaction index in 2021, to analyze the results obtained in 2021 with the targets/targets that have been set, to compare the achievements of the infrastructure service satisfaction index in 2021 with the results of forecasting the achievement of the service satisfaction index. infrastructure in 2018-2023, identifying and analyzing problems in the results of the review of achievements and targets/targets of the infrastructure service satisfaction index, as well as providing policy recommendations and what steps the Malang City Government needs to take based on the research results. The analytical methods used in this research are Importance Performance Analysis, Gap Analysis, and PGCV analysis. The results of the Malang City IKLI measurement in 2021 obtained a value of 4.23 which has increased from the results of the previous year's IKLI measurement.