Analisis Tingkat Kepuasan Unit Kerja Kementerian Pertanian Terhadap Layanan Biro Perencanaan

Abstract

Service satisfaction by the planning bureau of the ministry of Agriculture in Indonesia was measured through service quality (servqual) with five dimensions, namely tangibles, reliability, responsiveness, assurance, and emphaty. This research used several analysis, namely gap analysis, important performance analysis (IPA), customer satisfaction index (CSI), and chi-square test. Based on the results, the total average satisfaction level was 3,166. The overall gap value was -0,441, negative gap value means the services provided are not all in accordance with customer expectations. According to the IPA diagram, variables that need to be improved are the timeliness of request completion, solution completion, speed of request processing, accuracy of planning and evaluation, and regulation issued. The value of CSI was obtained by 78,65% which means the overall customer was very satisfied. Based on the chi-square test, there was no relationship between the intensity of the interaction with customer, meanwhile, the coordination material subsection.