PENGUKURAN INDEKS KEPUASAN LAYANAN INFRASTRUKTUR (IKLI) KOTA MALANG TAHUN 2022

Abstract

Abstract: Measurement of Malang City Infrastructure Service Satisfaction Index (IKLI) is intended to measure the level of quality and service of infrastructure in Malang City in the 2018-2023 Malang City RPJMD Amendment document, there are target changes to several Regional Performance Indicators based on City Infrastructure Service Satisfaction Index targets Malang in 2022 is 4.35. The measurement of the Malang City Infrastructure Service Satisfaction Index (IKLI) in 2022 is expected to be able to describe the condition of community satisfaction with infrastructure in Malang City. The purpose of this study is to measure the number/achievement of the infrastructure service satisfaction index in 2022. The analysis techniques used are Importance Performance Analysis (IPA), Gap Analysis of Infrastructure Service Satisfaction Index, and Potential Gain Customer Value (PGCV) Analysis. The results of this analysis, namely the 2022 IKLI score of 4.36 are included in the satisfied category which has met the Malang City RPJMD Amendment target for 2018-2023, and there are recommendations for 6 indicators used as indicators of physical availability, physical quality, suitability (appropriateness), utilization (utility), employment (job creation), and contribution to the economy