Analisis Indeks Kepuasan Masyarakat Terhadap Pelayanan Permohonan Merek dan Paten yang diberikan Direktorat Jenderal Hak Kekayaan Intelektual

Abstract

Is the actualization of basic public services and the existence of bureaucracy. Bureaucracies face reflected in the attitudes and behavior of bureaucrats in providing services to the community, the Directorate General of Intellectual Property as part of a public service institution is considered to have high quality if it can provide a fast, precise, and satisfying. Directorate General of Intellectual Property Rights as a central registration of intellectual property or invention should provide a high quality service to the community and in accordance with community expectations. Given the government's main function is to serve the community, the government needs to continue to work to improve the quality of service. One is an application for registration in particular the application for registration of intellectual property rights or inventions. This study aims to determine the Community Satisfaction Index for services provided Directorate General of Intellectual Property in accordance with 14 indicators based on the Decree of the Minister of State for Administrative Reform No.25/KEP/M.PAN/2/2004 Measurement Guidelines for Public Service. Based on the analysis, the services index from the Directorate General of Intellectual Property is 2.92. Converted to the base score of 25 the result is 72.89. Therefore, the quality of services the Directorate General of Intellectual Property Rights in the category B, which means that the performance of services the Directorate General of Intellectual Property Rights is Good. However it is recommended that there should be improvements in the speed of service that are considered too old. It is seen from the results of the analysis of the Community Satisfaction Index of 2.46 indicates the element speed. In this study all the characteristics of trademark registration and patent applicant has a relationship with the community satisfaction index. From the calculation results obtained by the chi-square is characteristic of the applicant's v employment status and age significantly (effect) of the Community Satisfaction Index (HPI) with the same value that is equal to 0.094. However, gender, income amount and to whom the invention was filed was not significant (no effect) to the Community Satisfaction Index (HPI) with each value that is equal to 0502, 0147, and 0.697. Given the speed of service is related to human resources, it is necessary to improve the quality of human resources. Improving the quality of human resources can be done with training related to the prime ministry or work with consultants or private companies in the Directorate General of IPR service improvement. In addition the Directorate General of Intellectual Property Rights can also apply in the application of ISO 9001 quality management services. In the application of ISO 9001, the Directorate General of IPR can apply quality management principles that have been established which aims to improvise the performance of the system to process that takes place in accordance with the main focus. With the adoption and implementation of ISO 9001, the Directorate General of IPR can be productive and effective way to improve company performance in achieving the targets that have been established especially in the service of invention registration.