MEASURING THE PERFORMANCE OF PUBLIC SERVICE BASED ON

COSTUMER SATISFACTION

Why ? How ?1

Presented byRustan Amarullah

Law No. 25/ 2009 about Public Service

Main indicator Government performance

Excellent Service Award

Costumer satisfaction and trust

Why ?2

One Stop

Service

Any Stop

Service

Non-Stop

service

Delivery service

Breakthrough in Public Service

However ...

Government Side

Costumer Side

????

Know the Expected Service

3

Costumer Satisfaction Index (CSI)

MENPAN Decree No. 25/2004

Based on costumer perception 150 Costumers

14 Service Elements = 14 Questions Descriptive Quantitative

Show the performance of service unit in 4 grades

How to Measure ?4

Perception CSI Interval Service Grade Performance of

Service unit

1 1,00 – 1,75 D Not Good

2 1,76 – 2,50 C Poorly

3 2,51 – 3,25 B Good

4 3,26 – 4,00 A Excellent

CSI = Total of perception per elements

x 0,071 Total of elements filled out

Analysis5

No. Service Elements

PDAM Puskesmas RSUD

CSI Grade CSI Grade CSI Grade

E1 Procedure 2,57 B 2,75 B 2,55 B

E2 Requirements 2,76 B 2,70 B 2,67 B

E3 Clarity and Certainty Officer 2,70 B 2,64 B 2,65 B

E4 Officer Disciplinary 2,66 B 2,63 B 2,61 B

E5 Officer Responsibilities 2,76 B 2,75 B 2,69 B

E6 Officer Competency 2,75 B 2,72 B 2,73 B

E7 Speed of Service 2,42 C 2,36 C 2,35 C

E8 Fairness 2,69 B 2,68 B 2,55 B

E9 Officer Politeness and Friendliness 2,86 B 2,58 B 2,71 B

E10 Cost Reasonableness 2,73 B 2,78 B 2,63 B

E11 Cost Certainty 2,49 C 2,77 B 2,42 C

E12 Accuracy of Service Schedule 2,43 C 2,44 C 2,33 C

E13 Convenience Environment 2,75 B 2,42 C 2,30 C

E14 Security Service 2,92 B 2,75 B 2,71 B

CSI Unit 2,66 B 2,62 B 2,55 B

CSI From 3 Service Units in Paser District, 2009 6

Discussion Section

Thank You..