Analysis of Community Satisfaction Survey Results to Improve the Quality of Service in the Sa'dan District

Abstract

The purpose of this study was to analyze community satisfaction surveys in Sa’dan District, North Toraja Regency. The method of this research is descriptive research method through a qualitative approach. The sampling technique used was an incidental sampling technique with a sample of 250 people who had received services at the Sa'dan District Office. Data collection techniques used were questionnaires, observation and documentation, while the technique of data analysis used descriptive quantitative.The results showed that out of nine elements of existing services in the district as a whole can be categorized Sa'dan unfavorable. Nine elements of service have two elements in the good category, namely servant competence and servant behavior. The seven elements of the unfavorable category is the service requirements, procedures, time of service, discipline, product specification services, complaint handling, and facilities and infrastructure. Furthermore, the results of these studies followed by Importance Performance Analysis (IPA) diagram to determine the position and priority repairs of each element of the service provided. The results of the IPA diagram show that some things should have top priority in improving services such as: Service Time, Complaint Handling, Facilities and Infrastructure, Service Requirements, Discipline.Other than, there are two services that need to be maintained, namely Implementing Behavior and Waiter Competence, and services that are considered to have a low priority for improvement are elements of Product Service Specifications, Service Procedures.

Keywords: community satisfaction, element of service

DOI: 10.7176/IKM/9-6-01

Publication date:June 30^th 2019