Abstract
In accordance with the mandate of the law, changes in the system of governance in the region have changed from a centralized model to decentralization. This is characterized by the devolution of most government affairs to the region including the implementation of fiscal decentralization directed to finance the administration of government affairs. Law Number 25 Year 2009 concerning Public Service and Regulation of the Minister for Empowerment of State Apparaturs and Bureaucracy Reform Number 16 Year 2014 on Guidelines for the Survey of the Public Satisfaction Index on Public Service Implementation recommends that every service provider conduct a Public Satisfaction Index (IKM) survey periodically. This research uses deductive quantitative method. Primary data is obtained through direct survey and interview. The data were obtained using questionnaires with closed questions. Types of sample are purposive sampling counted 240 people. The purpose of the survey of IKM on public service units is intended to get opinion of the public regarding the quality of public services in Department of Investment and One Stop Integrated Service (DPMPTSP), Subang Regency. The IKM survey is conducted on four service units, namely Building Permit (IMB), Business License (SIUP), Company Registration Certificate (TDP) and Industrial Registration Certificate (TDI). Measurement of IKM survey of public services using PERMENPANRB Number 16 Year 2014 which consists of 9 aspects: 1) Requirements; 2) Procedures; 3) Time of service; 4) Costs / Tariffs; 5) Product Specifications Type of Service; 6) Executing Competencies; 7) Executive Conduct; 8) Service Notice; and 9) Complaint Handling, Suggestions and Feedback. IKM from four types of public services in Subang Regency DPMPTSP of 3.20 or if converted by 79.89. The results of the IKM are in the category of Quality of Service Performance B (Good).
Highlights
In accordance with the mandate of the law, changes in the system of governance in the region have changed from a centralized model to decentralization
The sample type was purposive sampling with a total sample of 240 people. The scope of this IKM survey is on public service units at DPMPTSP, Subang Regency, consisted of four types of services, namely: 1) Building Permit Service (IMB); 2) SIUP Service (SIUP); 3) Industrial Registration Certificate Service (TDI); and 4) IKM survey at DPMPTSP, Subang Regency, is as follows: 1) Result of measurement of Expectation Index and IKM for performance of four public services with of analysis of conformity
That the gap between expectations and SIUP service satisfaction average of 13.18. These results show that community expectations of SIUP services provided by DPMPTSP, Subang Regency, still exceeds that felt by the community
Summary
In accordance with the mandate of the law, changes in the system of governance in the region have changed from a centralized model to decentralization. Article 1(e) of Law No.22/1999 on Regional Governments defines desentralisasi as the delegation of authority to govern and regulate, from the central government to regional governments within the unitary State of the Republic of Indonesia (Ewing-Chow and Losari, 2105: 244). This is characterized by the devolution of most government affairs to the region including the implementation of fiscal decentrali-
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