ANALISIS KEPUASAN PUBLIK TERHADAP PATEN (LAYANAN ADMINISTRASI TERPADU) LOLONG BELANTI MENGGUNAKAN INDEKS KEPUASAN PELANGGAN DAN ANALISIS KINERJA PENTING

Abstract

PATEN is the name adopted from "PATEN Kecamatan".One analysis that can determine the  level of community satisfaction is the Customer Satisfaction Index (CSI) and Importance Performance Analysis (IPA). The purpose of this research is know the level of satisfaction (performance) with the quality of services provided by PATEN Lolong Belanti and know what
services should be improved and maintained. Based on the research results, the level of community satisfaction with the performance of PATEN Lolong Belanti with the Customer Satisfaction Index (CSI) method is 82.18%, which means that the community is very satisfied
with the performance of PATEN Lolong Belanti. Community assessment regarding the level of public interest and satisfaction with PATEN service quality is based on Importance Performance Analysis (IPA) that there are 2 indicators that need to be improved and 13 indicators maintained. Then, there are 6 indicators that have low priority and 5 indicators
whose performance is too much from the public interest. The performance that needs to be improved by PATEN or officers from Lolong Belanti Village is the completion of the service process in accordance with the time provisions on the information board and the officers' indicators put the interests of the community.

Keywords: PATENT, Community Satisfaction, Customer Satisfaction Index (CSI), Importance Performance Analysis (IPA).