EVALUASI CAPAIAN INDEKS KEPUASAN LAYANAN INFRASTRUKTUR

Abstract

Infrastructure Service Satisfaction Index (ISSI - IKLI) is a measure used to determine the level of community satisfaction with infrastructure development by the Central Government and Regional Governments, which in this case is the City Government of Malang. IKLI which becomes a tool that produces a picture knows the perspective of the community objectively, comprehensively and credibly, both in the aspect of physical development and the aspect of benefits. Based on a systems theory approach, effective criteria limit in measuring the development of each type of infrastructure namely: physical availability, physical quality, appopriateness, employment and absorption of labor, utilization and contribution to the economy. The objective of preparing IKLI Malang is to objectively identify people’s perceptions of the performance of infrastructure services, including several attributes that are directly felt by the community, which lead to the level of satisfaction with infrastructure services in Malang. The population in this study were 690 respondents, which were distributed to 57 kelurahans, represented by 1 RW from each kelurahan. The analysis method used to calculate the infrastructure service satisfaction index uses Likert Scale Measurement, analysis methods and interpretation of the results of the analysis referring to the Minister of Administrative Reform and Bureaucratic Reform of the Republic of Indonesia Number 14 of 2017 (Peraturan Menteri Pendayagunaan Aparatur Negara Dan Reformasi Birokrasi Republik Indonesia Nomor 14 Tahun 2017). From the results of the measurement of the Infrastructure Service Satisfaction Index in Malang in 2019 4.14 values obtained, which means IKLI Malang in 2019 are in the range of satisfied categories.