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KEPUTUSANMENTERI PENDAYAGUNAAN APARATUR NEGARA

NOMOR: KEP/25/M.PAN/2/2004

TENTANG

PEDOMAN UMUM PENYUSUNANINDEKS KEPUASAN MASYARAKAT

UNIT PELAYANAN INSTANSI PEMERINTAH


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KEMENTERIAN PENDAYAGUNAAN APARATUR NEGARAREPUBLIK INDONESIA

2004


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MENTERIPENDAYAGUNAAN APARATUR NEGARA

REPUBLIK INDONESIA

PENGANTAR

Kebijaka !e"a#a$%aa a!a&a'%& e$a&a "a(a) %!a#a !ei$ka'a k%a(i'a* !e(a#aa +a&%*"i(ak*aaka *e,a&a k-*i*'e "e$a )e)!e&+a'ika keb%'%+a "a +a&a!a )a*#a&aka'*e+i$$a !e(a#aa !e)e&i'a+ ke!a"a )a*#a&aka' "a!a' *e(a(% "ibe&ika *e,a&a ,e!a' 'e!a')%&a+ 'e&b%ka *e"e&+aa "a )%"a+ "i(ak*aaka *e&'a 'i"ak "i*k&i)ia'i. O(e+ ka&ea i'%%!a#a !ei$ka'a k%a(i'a* !e(a#aa ke!a"a )a*#a&aka' )e&%!aka ke$ia'a #a$"i(ak*aaka *e,a&a 'e&%*)ee&%* "a be&ke(aj%'a -(e+ *e)%a jaja&a a!a&a'%& e$a&a!a"a *e)%a 'i$ka'a.

Da(a) %!a#a )ei$ka'ka k%a(i'a* !e(a#aa Ke)e'e&ia Pe"a#a$%aa A!a&a'%& Ne$a&a)ee'a!ka kebijaka 'e'a$ Pe"-)a U)%) Pe#%*%a I"ek* Ke!%a*a Ma*#a&aka''e&+a"a! %i' !e(a#aa i*'a*i !e)e&i'a+. Pe"-)a %)%) ii *e(ai "i)ak*%"ka *eba$aia,%a %'%k )e$e'a+%i 'i$ka' kie&ja )a*i$)a*i$ %i' !e(a#aa i*'a*i !e)e&i'a+

j%$a "i+a&a!ka "a!a' )e)be&ika ke*e)!a'a ke!a"a )a*#a&aka' %'%k )ei(ai *e,a&a-b#ek'i "a !e&i-"ik 'e&+a"a! !e&ke)ba$a kie&ja %i' !e(a#aa !%b(ik.Ke!a"a *e)%a !i+ak baik i*'a*i !e)e&i'a+ a'a&a (ai Ba"a P%*a' S'a'i*'ik 1BPS )a%!%*3a*'a "a !e&$%&%a 'i$$i *e&'a Le)ba$a S3a"a#a Ma*#a&aka' 1LSM #a$ )e)ba'%!e#%*%a !e"-)a ii *a#a %,a!ka 'e&i)a ka*i+.

Sa#a be&+a&a! !e"-)a ii "a!a' "i(ak*aaka "e$a *ebaikbaik#a *e+i$$a be&)aaa'ba$i %i' !e(a#aa i*'a*i !e)e&i'a+ )a%!% )a*#a&aka'.Se(a)a' beke&ja.

aka&'a 24 eb&%a&i 2004

ei*a( Ta)i


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KEPUTUSANMENTERI PENDAYAGUNAAN APARATUR NEGARA

NOMOR: KEP/25/M.PAN/2/2004

TENTANG

PEDOMAN UMUM PENYUSUNANINDEKS KEPUASAN MASYARAKAT

UNIT PELAYANAN INSTANSI PEMERINTAH

MENTERI PENDAYAGUNAAN APARATUR NEGARAMei)ba$ : a. ba+3a !e(a#aa ke!a"a )a*#a&aka' -(e+ a!a&a'%& !e)e&i'a+ !e&(%

'e&%* "i'i$ka'ka *e+i$$a )e,a!ai k%a(i'a* #a$ "i+a&a!ka6 b. ba+3a %'%k )e$e'a+%i kie&ja !e(a#aa a!a&a'%& !e)e&i'a+ ke!a"a

)a*#a&aka' !e&(% "i(ak%ka !ei(aia a'a* !e"a!a' )a*#a&aka''e&+a"a! !e(a#aa )e(a(%i !e#%*%a i"ek* ke!%a*a )a*#a&aka'6

,. ba+3a be&"a*a&ka U"a$%"a$ Re!%b(ik I"-e*ia N-)-& 25Ta+% 2000 'e'a$ P&-$&a) Pe)ba$%a Na*i-a( 1PROPENAS*a(a+ *a'% ke$ia'a "a(a) %!a#a )ei$ka'ka !e(a#aa !%b(ik a"a(a+)e#%*% I"ek* Ke!%a*a Ma*#a&aka' *eba$ai '-(-k %k%& 'e&+a"a!-!'i)a(i*a*i kie&ja !e(a#aa !%b(ik -(e+ a!a&a'%& !e)e&i'a+ ke!a"a)a*#a&aka'6

". ba+3a %'%k )ak*%" 'e&*eb%' !a"a +%&% a b "a , !e&(% "i'e'a!kaPe"-)a U)%) Pe#%*%a I"ek* Ke!%a*a Ma*#a&aka' %i'!e(a#aa I*'a*i Pe)e&i'a+ "e$a Ke!%'%*a Me'e&iPe"a#a$%aa A!a&a'%& Ne$a&a.

Me$i$a' : 7. U"a$%"a$ Re!%b(ik I"-e*ia N-)-& 22 'a+% 7888 'e'a$

Pe)e&i'a+a Dae&a+ 1Le)ba&a Ne$a&a R(. Ta+% 7888 N-)-& 90 "aTa)ba+a Le)ba&a Ne$a&a RI. N-)-& ;86

2. U"a$%"a$ Re!%b(ik I"-e*ia N-)-& 25 Ta+% 2000 'e'a$P&-$&a) Pe)ba$%a Na*i-a( 1PROPENAS 'a+% 200020041Le)ba&a Ne$a&a RI. Ta+% 2000 N-)-& 2096

. Pe&a'%&a Pe)e&i'a+ Re!%b(ik I"-e*ia N-)-& 25 Ta+% 2000 'e'a$Ke3ea$a Pe)e&i'a+ "a Ke3ea$a P&-


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Seba$ai)aa Te(a+ Bebe&a!a Ka(i Di%ba+ Te&ak+i& De$a Ke!%'%*aP&e*i"e N-)-& 4; Ta+% 2006

9. I*'&%k*i P&e*i"e Re!%b(ik I"-e*ia N-)-& I Ta+% 7885 'e'a$Pe&baika "a Pei$ka'a M%'% Pe(a#aa A!a&a'%& Ke!a"aMa*#a&aka'6

=. Ke!%'%*a Me.PAN N-)-& 9 /KEP/M.PAN/=/200 'e'a$ Pe"-)a

U)%) Pe#e(e$$a&aa Pe(a#aa P%b(ik.

MEMUTUSKAN:Mee'a!ka : KEPUTUSAN MENTERI PENDAYAGUNAAN APARATUR NEGARA

TENTANG PEDOMAN UMUM PENYUSUNAN INDEKS KEPUASANMASYARAKAT UNIT PELAYANAN INSTANSI PEMERINTA>

PERTAMA : Pe"-)a U)%) Pe#%*%a I"ek* Ke!%a*a Ma*#a&aka' *eba$ai)aa

'e&*eb%' "a(a) La)!i&a Ke!%'%*a ii )e&%!aka ba$ia #a$ 'i"ak'e&!i*a+ka "a&i ke!%'%*a ii "a "i$%aka *eba$ai a,%a ba$i %i'!e(a#aa i*'a*i !e)e&i'a+ "a(a) )e(ak%ka !e#%*%a i"ek*

ke!%a*a )a*#a&aka'6KEDUA : U'%k )e$e'a+%i !e&ke)ba$a kie&ja %i' !e(a#aa I*'a*i

Pe)e&i'a+ !e&(% )e(ak%ka ke$ia'a !e#%*%a i"ek* ke!%a*a)a*#a&aka' *e,a&a !e&i-"ik 'e&+a"a! %i' !e(a#aa "i (i$k%$a i*'a*i!e)e&i'a+6

KETIGA : La)!i&a Pe"-)a U)%) ii be&*ia' "ia)i* "a "a!a' "ike)ba$ka*e*%ai "e$a keb%'%+a "a !e&ke)ba$a kebijaka !e)e&i'a+"ibi"a$ !e(a#aa !%b(ik6

KEEMPAT : >a(+a( (ai #a$ be&*ia' 'eki* "a a")ii*'&a'i !e(ak*aaa !ee&a!a!e#%*%a i"ek* ke!%a*a )a*#a&aka' "ia'%& *e,a&a 'e&*e"i&i -(e+)a*i$)a*i$ !i)!ia %i' !e(a#aa i*'a*i !e)e&i'a+6

KELIMA : Ke!%'%*a ii )%(ai be&(ak% *ejak 'a$$a( "i'e'a!ka.

Di'e'a!ka "i : aka&'aPa"a 'a$$a( : 24 eb&%a&i 2004

Me'e&iPe"a#a$%aa A!a&a'%& Ne$a&a

ai*a( Ta)i


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LAMPIRAN KEPUTUSANMENTERI PENDAYAGUNAAN APARATUR NEGARAN-)-& : KEP/25/M.PAN/2/2004Ta$$a( : 24 Peb&%a&i 2004

PEDOMAN UMUMPENYUSUNAN INDEKS KEPUASAN MASYARAKAT

UNIT PELAYANAN INSTANSI PEMERINTAH7. PENDA>ULUAN

A. La'a& Be(aka$

Pe(a#aa !%b(ik -(e+ a!a&a'%& !e)e&i'a+ "e3a*a ii )a*i+ ba#ak "ij%)!aike(e)a+a *e+i$$a be(%) "a!a' )e)e%+i k%a(i'a* #a$ "i+a&a!ka )a*#a&aka'.

>a( ii "i'a"ai "e$a )a*i+ a"a#a be&ba$ai ke(%+a )a*#a&aka' #a$"i*a)!aika )e(a(%i )e"ia )a**a *e+i$$a "a!a' )ei)b%(ka ,i'&a #a$ k%&a$baik 'e&+a"a! a!a&a'%& !e)e&i'a+. Me$i$a' %$*i %'a)a !e)e&i'a+ a"a(a+)e(a#ai )a*#a&aka' )aka !e)e&i'a+ !e&(% 'e&%* be&%!a#a )ei$ka'ka k%a(i'a*!e(a#aa.

Sa(a+ *a'% %!a#a %'%k )ei$ka'ka k%a(i'a* !e(a#aa !%b(ik *eba$ai)aa"ia)aa'ka "a(a) U"a$%"a$ Re!%b(ik I"-e*ia N-)-& 25 Ta+% 2000'e'a$ P&-$&a) Pe)ba$%a Na*i-a( 1PROPENAS !e&(% "i*%*% i"ek*ke!%a*a )a*#a&aka' *eba$ai '-(-k %k%& %'%k )ei(ai 'i$ka' k%a(i'a* !e(a#aa. Di*a)!i$ i'% "a'a i"ek* ke!%a*a )a*#a&aka' aka "a!a' )eja"i ba+a !ei(aia'e&+a"a! %*%& !e(a#aa #a$ )a*i+ !e&% !e&baika "a )eja"i !e"-&-$

*e'ia! %i' !e#e(e$$a&a !e(a#aa %'%k )ei$ka'ka k%a(i'a* !e(a#aa#a.

Me$i$a' jei* !e(a#aa *a$a' be&a$a) "e$a *ia' "a ka&ak'e&i*'ik #a$be&be"a )aka %'%k )e)%"a+ka !e#%*%a I"ek*6 Ke!%a*a Ma*#a&aka'1IKM %i' !e(a#aa "i!e&(%ka !e"-)a %)%) #a$ "i$%aka *eba$ai a,%aba$i I*'a*i Pe)e&i'a+ P%*a' Pe)e&i'a+ P&-


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be&ka(a *eba$ai ba+a %'%k )ee'a!ka kebijaka "a(a) &a$ka !ei$ka'a k%a(i'a* !e(a#aa !%b(ik *e(aj%'#a. Ba$i )a*#a&aka' I"ek* Ke!%a*aMa*#a&aka' "a!a' "i$%aka *eba$ai $a)ba&a 'e'a$ kie&ja !e(a#aa %i' #a$be&*a$k%'a.

@. Pe$e&'ia U)%)

Da(a) !e"-)a ii #a$ "i)ak*%" "e$a:

7. Indeks Ke!"s"n M"s#"$"k"% &IKM' a"a(a+ "a'a "a i-&)a*i 'e'a$ 'i$ka'ke!%a*a )a*#a&aka' #a$ "i!e&-(e+ "a" +a*i( !e$%k%&a *e,a&a k%a'i'a'i "ak%a(i'a'i a'a* !e"a!a' )a*#a&aka' "a(a) )e)!e&-(e+ !e(a#aa "a&i a!a&a'%&!e#e(e$$a&a !e(a#aa !%b(ik "e$a )e)ba"i$ka a'a&a +a&a!a "akeb%'%+a#a.

2. Pen#e(en))"$""n e("#"n"n !*(+k a"a(a+ i*'a*i !e)e&i'a+.

. Ins%"ns+ Pe,e$+n%"- a"a(a+ I*'a*i Pe)e&i'a+ P%*a' "a Pe)e"'a+ Dae&a+

'e&)a*%k BUMN/BUMD "a B>MN.4. Pe("#"n"n !*(+k a"a(a+ *e$a(a ke$ia'a !e(a#aa #a$ "i(ak*aaka -(e+

!e#e(e$$a&a !e(a#aa !%b(ik *eba$a( %!a#a !e)e%+a keb%'%+a !ee&i)a!e(a#aa )a%!% "a(a) &a$ka !e(ak*aaa ke'e'%a !e&a'%&a!e&%"a$%"a$a.

5. Un+% e("#"n"n !*(+(k a"a(a+ %i' ke&ja/ka'-& !e(a#aa !a"a i*'a*i !e)e&i'a+

'e&)a*%k BUMN/BUMD "a B>MN #a$ *e,a&a (a$*%$ )a%!% 'i"ak (a$*%$)e)be&ika !e(a#aa ke!a"a !ee&i)a !e(a#aa.

9. Pe,*e$+ e("#"n"n !*(+k a"a(a+ !e$a3ai i*'a*i !e)e&i'a+ #a$

)e(ak*aaka '%$a* "a %$*i !e(a#aa !%b(ik *e*%ai "e$a !e&a'%&a!e&%"a$%"a$a.

=. Pene$+," e("#"n"n !*(+k a"a(a+ -&a$ )a*#a&aka' (e)ba$a i*'a*i

!e)e&i'a+ "a "%ia %*a+a #a$ )ee&i)a !e(a#aa "a&i a!a&a'%& !e#e(e$$a&a!e(a#aa !%b(ik.

;. Ke!"s"n e("#"n"n a"a(a+ +a*i( !e"a!a' "a !ei(aia )a*#a&aka' 'e&+a"a!

kie&ja !e(a#aa #a$ "ibe&ika -(e+ a!a&a'%& !e#e(e$$a&a !e(a#aa !%b(ik.

8. B+"#" e("#"n"n !*(+k a"a(a+ *e$a(a bia#a 1"e$a a)a a'a% *eb%'a a!a!%*eba$ai i)ba( ja*a a'a* !e)be&ia !e(a#aa !%b(ik #a$ be*a&a "a 'a'a,a&a!e)ba#a&a#a "i'e'a!ka -(e+ !ejaba' #a$ be&3ea$ *e*%ai ke'e'%a !e&a'%&a!e&%"a$%"a$a.

70. Uns!$ e("#"n"n a"a(a+ ak'-& a'a% a*!ek #a$ 'e&"a!a' "a(a) !e#e(e$$a&aa

!e(a#aa ke!a"a )a*#a&aka' *eba$ai


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77. Resnden a"a(a+ !ee&i)a !e(a#aa !%b(ik #a$ !a"a *aa' !e,a,a+a *e"a$be&a"a "i (-ka*i %i' !e(a#aa a'a% #a$ !e)a+ )ee&i)a !e(a#aa "a&i a!a&a'%&!e#e(e$$a&a !e(a#aa.

D. Sa*a&a

7. Ti$ka' !e,a!aia kie&ja %i' !e(a#aa i*'a*i !e)e&i'a+ "a(a) )e)be&ika!e(a#aa ke!a"a )a*#a&aka'6

2. Pea'aa *i*'e) )ekai*)e "a !&-*e"%& !e(a#aa *e+i$$a !e(a#aa "a!a'

"i(ak*aaka *e,a&a (ebi+ be&k%a(i'a* be&"a#a $%a "a be&+a*i( $%a6. T%)b%+#a k&ea'i


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2. Pe$s#"$"%"n Pe("#"n"n #ai'% !e&*#a&a'a 'eki* "a a")ii*'&a'i #a$ "i!e&(%ka

%'%k )e"a!a'ka !e(a#aa *e*%ai "e$a jei* !e(a#aa#a6. Kee("s"n e%!)"s e("#"n"n #ai'% kebe&a"aa "a ke!a*'ia !e'%$a* #a$

)e)be&ika !e(a#aa 1a)a jaba'a *e&'a ke3ea$a "a 'a$$%$ ja3ab#a6

4. Ked+s+(+n"n e%!)"s e("#"n"n #ai'% ke*%$$%+a !e'%$a* "a(a) )e)be&ika

!e(a#aa 'e&%'a)a 'e&+a"a! k-*i*'e*i 3ak'% ke&ja *e*%ai ke'e'%a #a$ be&(ak%65. T"n))!n) ""* e%!)"s e("#"n"n #ai'% keje(a*a 3e3ea$ "a 'a$$%$

ja3ab !e'%$a* "a(a) !e#e(e$$a&aa "a !e#e(e*aia !e(a#aa69. Ke,",!"n e%!)"s e("#"n"n #ai'% 'i$ka' kea+(ia "a ke'&a)!i(a #a$

"i)i(iki !e'%$a* "a(a) )e)be&ika/ )e#e(e*aika !e(a#aa ke!a"a )a*#a&aka'6=. Ke1e"%"n e("#"n"n #ai'% 'a&$e' 3ak'% !e(a#aa "a!a' "i*e(e*aika "a(a)

3ak'% #a$ 'e(a+ "i'e'%ka -(e+ %i' !e#e(e$$a&a !e(a#aa6

;. Ke"d+("n ,end""%k"n e("#"n"n #ai'% !e(ak*aaa !e(a#aa "e$a 'i"ak

)e)be"aka $-(-$a/*'a'%* )a*#a&aka' #a$ "i(a#ai68. Kes"n"n d"n ke$","-"n e%!)"s #ai'% *ika! "a !e&i(ak% !e'%$a* "a(a)

)e)be&ika !e(a#aa ke!a"a )a*#a&aka' *e,a&a *-!a "a &a)a+ *e&'a *a(i$)e$+a&$ai "a )e$+-&)a'i6

70. Ke""$"n *+"#" e("#"n"n #ai'% ke'e&ja$ka%a )a*#a&aka' 'e&+a"a! be*a)#a

bia#a #a$ "i'e'a!ka -(e+ %i' !e(a#aa677. Ke"s%+"n *+"#" e("#"n"n #ai'% ke*e*%aia a'a&a bia#a #a$ "iba#a&ka "e$a

bia#a #a$ 'e(a+ "i'e'a!ka672. Ke"s%+"n "d"( e("#"n"n #ai'% !e(ak*aaa 3ak'% !e(a#aa *e*%ai "e$a

ke'e'%a #a$ 'e(a+ "i'e'a!ka67. Ken#","n"n (+n)k!n)"n #ai'% k-"i*i *a&aa "a !&a*a&aa !e(a#aa #a$

be&*i+ &a!i "a 'e&a'%& *e+i$$a "a!a' )e)be&ika &a*a #a)a ke!a"a !ee&i)a!e(a#aa6

74. Ke","n"n Pe("#"n"n #ai'% 'e&ja)i#a 'i$ka' kea)aa (i$k%$a %i'

!e#e(e$$a&a !e(a#aa a'a%!% *a&aa #a$ "i$%aka *e+i$$a )a*#a&aka')e&a*a 'ea$ %'%k )e"a!a'ka !e(a#aa 'e&+a"a! &e*ik-&e*ik- #a$

"iakiba'ka "a&i !e(ak*aaa !e(a#aa.II. LANGKA>LANGKA> PENYUSUNAN INDEKS KEPUASAN MASYARAKAT

A. Pe&*ia!a

7. Pee'a!a Pe(ak*aa


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a. A!abi(a "i(ak*aaka *e,a&a *3ake(-(a !e&(% )e)be'%k Ti)!e#%*%a i"ek* ke!%a*a )a*#a&aka' #a$ 'e&"i" "a&i:

7 Pe$a&a+.2 Pe(ak*aa #a$ 'e&"i&i "a&i:

a. Ke'%a.b. A$$-'a *eka(i$%* *eba$ai *%&


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Be'%k ja3aba !e&'a#aa "a&i *e'ia! %*%& !e(a#aa *e,a&a %)%))e,e&)ika 'i$ka' k%a(i'a* !e(a#aa #ai'% "a&i #a$ *a$a' baik*a)!ai "e$a 'i"ak baik. U'%k ka'e$-&i tidak baik diberinilai !e&*e!*i kurang baik diberi nilai persepsi 2, baik diberinilai 3, sangat baik diberi nilai persepsi 4.

@-'-+ :Pei(aia 'e&+a"a! %*%& !&-*e"%& !e(a#aa.7 Dibe&i i(ai 7 1'i"ak )%"a+ a!abi(a !e(ak*aaa !&-*e"%& !e(a#aa

'i"ak *e"e&+aa a(%)#a 'i"ak )%"a+ (-ke' 'e&(a(% ba#ak *e+i$$a!&-*e*#a 'i"ak eek'i

2 Dibe&i i(ai 2 1k%&a$ )%"a+ a!abi(a !e(ak*aaa !&-*e"%&

!e(a#aa )a*i+ be(%) )%"a+ *e+i$$a !&-*e*#a be%) eek'i. Dibe&i i(ai 1)%"a+ a!abi(a !e(ak*aaa !&-*e"%& !e(a#aa

"i&a*a )%"a+ *e"e&+aa 'i"ak be&be(i'be(i' 'e'a!i )a*i+ !e&(%

"ieek'ika.

4 Dibe&i i(ai 4 1*a$a' )%"a+ a!abi(a !e(ak*aaa !&-*e"%&!e(a#aa "i&a*a *a$a' )%"a+ *a$a' *e"e&+aa *e+i$$a!&-*e*#a )%"a+ "a eek'i.

. Pee'a!a Re*!-"e L-ka*i "a ak'% Pe$%)!%(a Da'a

a. %)(a+ Re*!-"e

Re*!-"e "i!i(i+ *e,a&a a,ak #a$"i'e'%ka *e*%ai "e$a ,ak%!ai(a#a+ )a*i$)a*i$ %i' !e(a#aa. U'%k )e)e%+i ak%&a*i +a*i(

!e#%*%a i"ek* &e*!-"e 'e&!i(i+ "i'e'a!ka )ii)a( 750 -&a$ "a&ij%)(a+ !-!%(a*i !ee&i)a (a#aa "e$a "a*a& 1%)(a+ %*%& F 7 70 H j%)(a+ &e*!-"e 174 F7 70 H 750 &e*!-"e.

b. L-ka*i "a ak'% Pe$%)!%(a Da'a

Pe$%)!%(a "a'a "a!a' "i(ak%ka "i:7 L-ka*i )a*i$)a*i$ %i' !e(a#aa 1*e!e&'i %i' !e(a#aa SIM

STNK '&a*!-&'a*i "a *eba$ai#a !a"a *aa' *ib%k6

2 Di (i$k%$a !e&%)a+a %'%k !ee&i)a (a#aa 'e&'e'% 1*e!e&'i:'e(e!- ai& be&*i+ !e"i"ika "a *eba$ai#a !a"a *aa' &e*!-"e

"i &%)a+.

4. Pe#%*%a a"3a(.

Pe#%*%a i"ek* ke!%a*a )a*#a&aka' "i!e&ki&aka )e)e&(%ka 3ak'%*e(a)a I 1*a'% b%(a "e$a &i,ia *eba$ai be&ik%':

a. Pe&*ia!a 9 +a&i ke&ja6b. Pe(ak*aaa !e$%)!%(a "a'a 9 +a&i ke&ja


12/24

,. Pe$-(a+a "a'a i"ek* 9 +a&i ke&ja". Pe#%*%a "a !e(a!-&a +a*i( 9 +a&i ke&ja.

B. Pe(ak*aaa Pe$%)!%(a Da'a

7. Pe$%)!%(a "a'a

U'%k )e)!e&-(e+ "a'a #a$ ak%&a' "a -b#ek'i !e"% "i'a#aka ke!a"a)a*#a&aka' 'e&+a"a! 74 %*%& !e(a#aa #a$ 'e(a+ "i'e'a!ka.

2. Pe$i*ia k%e*i-e&

Pe$i*ia k%e*i-e& "a!a' "i(ak%ka "e$a *a(a+ *a'% "a&i ke)%$kia "%a,a&a *eba$ai be&ik%' :

a. Di(ak%ka *e"i&i -(e+ !ee&i)a (a#aa "a +a*i(#a "ik%)!%(ka "i

'e)!a' #a$ 'e(a+ "i*e"iaka.De$a ,a&a ii *e&i$ 'e&ja"i !ee&i)a (a#aa k%&a$ ak'i )e(ak%ka

!e$i*ia *e"i&i 3a(a%!% *%"a+ a"a +i)ba%a "a&i %i' !e(a#aa #a$be&*a$k%'a.

b. Di(ak%ka -(e+ !e,a,a+ )e(a(%i 3a3a,a&a -(e+:

7 Ui' !e(a#aa *e"i&i 3a(a%!% *ebeaa "e$a ,a&a ii

+a*i(#a ke)%$kia be*a& aka *%b#ek'i ka&ea "ik+a3a'i&kaja3aba #a$ k%&a$ baik )e$eai i*'a*i#a aka)e)!e$a&%+i -b#ek'i


13/24

U'%k )e)!e&-(e+ i(ai IKM %i' !e(a#aa "i$%aka !e"eka'a i(ai&a'a&a'a 'e&'i)ba$ "e$a &%)%* *eba$ai be&ik%':

IKM HT-'a( "a&i Ni(ai Pe&*e!*i Pe& U*%&

Ni(ai !ei)ba$T-'a( %*%& #a$ 'e&i*i

U'%k )e)%"a+ka i'e&!&e'a*i 'e&+a"a! !ei(aia IKM #ai'% a'a&a 25 700)aka +a*i( !ei(aia 'e&*eb%' "i a'a* "ik-


14/24

a Ni(ai &a'a&a'a !e& %*%& !e(a#aa.

Ni(ai )a*i$)a*i$ %*%& !e(a#aa "ij%)(a+ka 1keba3a+*e*%ai "e$a j%)(a+ k%e*i-e& #a$ "ii*i -(e+ &e*!-"eke)%"ia %'%k )e"a!a'ka i(ai &a'a&a'a !e& %*%&!e(a#aa j%)(a+ i(ai )a*i$)a*i$ %*%& !e(a#aa "iba$i

"e$a j%)(a+ &e*!-"e #a$ )e$i*i.

U'%k )e"a!a'ka i(ai &a'a&a'a 'e&'i)ba$ !e& %*%&!e(a#aaj j%)(a+ i(ai &a'a&a'a !e& %*%& !e(a#aa "ika(ika"e$a 00=7 *eba$ai i(ai b-b-' &a'a&a'a 'e&'i)ba$.

b Ni(ai i"ek* !e(a#aa

U'%k )e"a!a'(k(a i(ai i"ek* %i' !e(a#aa "e$a ,a&a)ej%)(a+ka 74 %*%& "a&i i(ai &a'a&a'a 'e&'i)ba$.

. Pen)!+"n K!"(+%"s D"%"

Da'a !e"a!a' )a*#a&aka' #a$ 'e(a+ "i)a*%kka "a(a) )a*i$)a*i$k%e*i-e& "i*%*% "e$a )e$k-)!i(a*ika "a'a &e*!-"e #a$ "i+i)!%be&"a*a&ka ke(-)!-k %)%& jei* ke(a)i !e"i"ika 'e&ak+i& "a !eke&jaa%'a)a.I-&)a*i ii "a!a' "i$%aka %'%k )e$e'a+%i !&-i( &e*!-"e "ake,e"e&%$a ja3aba #a$ "ibe&ika *eba$ai ba+a aa(i*i* -b#ek'i


15/24

4. Ke"i*i!(ia !e'%$a* !e(a#aa 27

5. Ta$$%$ ja3ab !e'%$a* !e(a#aa 755

9. Ke)a)!%a !e'%$a* !e(a#aa 72

=. Ke,e!a'a !e(a#aa 27

;. Kea"i(a )e"a!a'ka !e(a#aa 24

8. Ke*-!aa "a ke&a)a+a !e'%$a* !e'%$a* 27

70. Ke3aja&a bia#a !e(a#aa 745

77. Ke!a*'ia bia#a !e(a#aa 78

72. Ke!a*'ia ja"3a( !e(a#aa 27

7. Ke#a)aa (i$k%$a 0

74. Ke#a)aa !e(a#aa 759

Maka %'%k )e$e'a+%i i(ai i"ek* %i' !e(a#aa "i+i'%$"e$a ,a&a *eba$ai be&ik%':145 00=7 F 1295 00=7 F 15 00=7 F 127 00=7 1755 00=7 F

172 00=7 F 127 00=7 F 124 00=7 127 00=7 F 1745 00=7 F178 00=7 F 127 00=7 10 00=7 F 1759 00=7 H N+("+ +ndeks"d"("- 2462

De$a "e)ikia i(ai i"ek* %i' !e(a#aa +a*i(#a "a!a' "i*i)!%(ka*eba$ai be&ik%':

a. Ni(ai IKM *e'e(a+ "ik-


16/24

4. Da(a) &a$ka !e(ak*aaa !e#%*%a IKM %i' !e(a#aa i*'a*i !e)e&i'a+#a$ be&*a$k%'a "a!a' )e(ak%ka k-*%('a*i "e$a Ke)e'e&ia PAN @?.De!%'i Bi"a$ Pe(a#aa P%b(ik.

I8. PEMASANGAN &INSTALLATION' PROGRAM.

U'%k )e)%"a+ka !e$-(a+a "a'a i"ek* ke!%a*a )a*#a&aka' "i *e'ia! %i'!e(a#aa !e"-)a %)%) ii *ebaik#a "i(e$ka!i "e$a !&-$&a) !e$-(a+a "a'a)e(a(%i k-)!%'e& #a$ "ii*'a(( !a"a k-)!%'e& )a*i$)a*i$ %i' !e(a#aa.

ei* !&-$&a) !e$-(a+a )e(a(%i k-)!%'e& #a$ )e&%!aka Si*'e) Da'a Ba*e I"ika'-&Ke!%a*a Ma*#a&aka' Te&+a"a! Pe(a#aa P%b(ik "a!a' )e$$%aka !&-$&a):

7. O!e&a'i$ Si*'e) 1OS DOS a'a%2. O!e&a'i$ Si*'e) 1OS Mi,&-*-' 1MS i"-3* 1M.

8. SUR8EI BERKESINAMBUNGAN

U'%k )e)ba"i$ka i"ek* kie&ja %i' !e(a#aa *e,a&a be&ka(a "i!e&(%ka *%&a(+a( #a$ be&*ia' 'eki* "a a")ii*'&a'i !e(ak*aaa !ee&a!a "ia'%& *e,a&a'e&*e"i&i -(e+ !i)!ia i*'a*i )a*i$)a*i$.

Me'e&i

Pe"a#a$%aa A!a&a'%& Ne$a&a

''"

ei*a( Ta)i


17/24

KUESIONER PENYUSUNAN INDEKS KEPUASAN MASYARAKAT

INSTANSI PENYELENGARA PELAYANAN PEME9UNTAHDEP/LPND/PRO8/KAB/KOTA/BUMN/BUMD ': .....................................

SUR8EI KEPUASAN MASYARAKAT TERHADAP PELAYANAN PUBLIK

Ba!ak/Ib%/Sa%"a&a Ya$ Te&+-&)a'

Pe)e&i'a+ "a "%ia %*a+a *a$a' )e)b%'%+ka i-&)a*i %i' !e(a#aa i*'a*i!e)e&i'a+ *e,a&a &%'i. U'%k i'% Pe)e&i'a+ be&%!a#a )e#ajika INDEKS KEPUASANMASYARAKAT *e,a&a &%'i #a$ "i+a&a!ka )a)!% )e)be&ika $a)ba&a )e$eaik%a(i'a* !e(a#aa "i i*'a*i !e)e&i'a+ ke!a"a )a*#a&aka'. I"ek* 'e&*eb%' "i!e&-(e+be&"a*a&ka !e"a!a' )a*#a&aka' #a$ "ik%)!%(ka )e(a(%i SURJEI KEPUASANMASYARAKAT TER>ADAP UNIT PELAYANAN PUBLIK.

S%&ANA MUNGKIN %'%k 'i"ak)e$a)bi( 3ak'% Ba!ak/Ib%/Sa%"a&a #a$ *a$a' be&+a&$a. Pe"a!a' Ba!akIb%/Sa%"a&a aka *a$a' )e)ba'% kebe&+a*i(a *%&


18/24

INSTANSI PENYELENGARA PELAYANAN PEMERINTAHDEP/LPND/PRO8/KAB/KOTA/BUMN/BUMD ': .....................................

SUR8EIKEPUASAN MASYARAKAT TERHADAP PELAYANAN PUBLIK

BIDANG : ......................................................................................UNIT PELAYANAN : ......................................................................................

ALAMAT : ...................................................................................... : TELEPON/A ............................................................

1 20.

PER>ATIAN7. T%j%a *%&


19/24

I. DATA MASYARAKAT &RESPONDEN'

1Li$ka&i k-"e a$ka *e*%ai jaba'a )a*#a&aka'/&e*!-"e

Dii*iO(e+

Pe'%$a*

N-)-& Re*!-"e

U)%& 'a+%

ei* Ke(a)i 7. Laki (aki 2. Pe&e)!%a

Pe"i"ika Te&ak+i&

7. SD Keba3a+ 4. D7 D D4

2. SLTP 5. S 7

. SLTA 9. S 2 Kea'a*

Peke&jaa U'a)a

7. PNS/TNI/POLRI 4. Pe(aja&/Ma+a*i*3a

2. Pe$a3ai S3a*'a 5. Lai#a

. i&a*3a*'a/U*a+a3a

II. DATA PEN@A@A>/PENGUMPUL DATA

NAMA

NIP/DATA LAIN


20/24

I((. PENDAPAT RESPONDEN TENTANG PELAYANAN PUBLIK

P P 7. Ba$ai)aa !e)a+a)a Sa%"a&a

'e'a$ ke)%"a+a !&-*e"%&!e(a#aa "i %i' ii a. Ti"ak )%"a+b.

K%&a$ )%"a+,. M%"a+". Sa$a' )%"a+

724

;. Ba$ai)aa !e"a!a' Sa%"a&a 'e'a$kea"i(a %'%k )e"a!a'ka !e(a#aa"i*iia. Ti"ak a"i(b.

K%&a$ a"i(,. A"i(". Sa$a' a"i(

724

2.

Ba$ai)aa !e"a!a' Sa%"a&a'e'a$ ke*a)aa !e&*#a&a'a!e(a#aa "e$a jei*!e(a#aa#aa. Ti"ak *e*%ai

b. K%&a$ *e*%ai,. Se*%ai". Sa$a' *e*%ai

72

4

8.

Ba$ai)aa !e"a!a' Sa%"a&a 'e'a$ke*-!aa "a ke&a)a+a !e'%$a* "a(a))e)be&ika !e(a#aab. Ti"ak *-!a "a &a)a+,. K%&a$ *-!a "a &a)a+

". S-!a "a &a)a+e. Sa$a' *-!a "a &a)a+

72

4

. Ba$ai)aa !e"a!a' Sa%"a&a

'e'a$ keje(a*a "a ke!a*'ia!e'%$a* #a$ )e(a#aia. Ti"ak je(a*b. K%&a$ je(a*,. e(a*". Sa$a' je(a*

724

70. Ba$ai)aa !e"a!a' Sa%"a&a 'e'a$ke3aja&a bia#a %'%k )e"a!a'ka!e(a#aaa. Ti"ak 3aja&b. K%&a$ 3aja&,. aja&". Sa$a' 3aja&

724

4. Ba$ai)aa !e"a!a' Sa%"a&a

'e'a$ ke"i*i!(ia !e'%$a* "a(a))e)be&ika !e(a#aaa. Ti"ak "i*i!(ib. K%&a$ "i*i!(i,. Di*i!(i". Sa$a' "i*i!(i

724

77. Ba$ai)aa !e"a!a' Sa%"a&a 'e'a$

ke*e*%aia a'a&a bia#a #a$ "iba#a&ka"e$a bia#a #a$ 'e(a+ "i'e'a!kaa. Se(a(% Ti"ak *e*%aib. Ka"a$ ka"a$ *e*%ai,. Ba#ak *e*%ai#a". Se(a(% *e*%ai

724


'e'a$ 'a$$%$ ja3ab !e'%$a*"a(a) )e)be&ika !e(a#aaa. Ti"ak be&'a$$%$ ja3abb. K%&a$ be&'a$$%$ ja3ab,. Be&'a$$%$ ja3ab". Sa$a' be&'a$$%$ ja3ab

724

72. Ba$ai)aa !e"a!a' Sa%"a&a 'e'a$ke'e!a'a !e(ak*aaa 'e&+a"a! ja"3a(3ak'% !e(a#aaa. Se(a(% Ti"ak 'e!a'b. Ka"a$ ka"a$ 'e!a',. Ba#ak 'e!a'#a". Se(a(% 'e!a'

724


'e'a$ ke)a)!%a !e'%$a* "a(a))e)be&ika !e(a#aaa. Ti"ak )a)!%b. K%&a$ )a)!%,. Ma)!%". Sa$a' )a)!%

724

7. Ba$ai)aa !e"a!a' Sa%"a&a 'e'a$ke#a)aa "i (i$k%$a %i' !e(a#aaa. Ti"ak #a)ab. K%&a$ #a)a,. N#a)a". Sa$a' #a)a

724


21/24

=.

Ba$ai)aa !e"a!a' Sa%"a&a'e'a$ ke,e!a'a !e(a#aa "i %i'iia. Ti"ak ,e!a'b.

K%&a$ ,e!a',. @e!a'". Sa$a' ,e!a'

724

74.

Ba$ai)aa !e"a!a' Sa%"a&a 'e'a$kea)aa !e(a#aa "i %i' iia. Ti"ak a)ab. K%&a$ a)a,.

A)a". Se(a(% a)a

724

ke'e&a$a : P H i(ai !e"a!a' )a*#a&aka' "i i*i -(e+ !e'%$a*.


22/24

PENGOLAHAN INDEKS KEPUASAN MASYARAKAT PER RESPONDENDAN PER UNSUR PELAYANAN

UNIT PELAYANAN :

ALAMAT :: Te(!/a................................................................................

NOMOR URUTRESPONDEN

NILAI PER UNSUR PELAYANAN

U7 U2 U U4 U5 U9 U= U; U8 U70 U77 U72 U7 U74

7 2 4 5 9 = ; 8 70 77 72 7 74 75

7

2

"*'

74=

74;748

750

)( i(ai !e& %*%&

NRR Pe& U*%& H)( i(ai !e& %*%& :)( k%e*i-e& #a$'e&i*i

NRR 'e&'i)ba$ !e&%*%& H NRR !e&%*%& 00=7

IKM Ui' Pe(a#aa

Ke'e&a$a :e. U7 */" U74 H U*%& Pe(a#aa. NRR H Ni(ai Ra'a Ra'a$. IKM H I"e Ke!%a*a Ma*#a&aka'

.................. 200..Pea$$%$ a3ab


23/24

+. H )( NRR IKM 'e&'i)ba$i. H IKM %i' !e(a#aa 25

1...............................


24/24

PETUN;UK PENGISIAN9$,!(+$ Pen)("-"n Indeks Ke!"s"n M"s#"$"k"% den)"n 1"$" ,"n!"(

7. Ui' !e(a#aa : I*i(a+ "e$a je(a* a)a %i' !e(a#aa #a$ "ii(ai2. A(a)a' : I*i(a+ "e$a (e$ka! a(a)a' %i' !e(a#aa #a$

"ii(ai 1*a)!ai "e$a Kab%!a'e/K-'a "a P&-!i*ia)a ja(a K-"e P-* "a N-)-& Te(e!-/a.

. N-)-& %&%' &e*!-"e : I*i(a+ %&%'a &e*!-"e "a&i a3a( *a)!ai 'e&ak+i&

*e+i$$a *e,a&a -'-)a'i* "a!a' "ike'a+%i j%)(a+&e*!-"e.

4. Ni(ai !e& %*%& !e(a#aa

U7 *.". U74: I*i(a+ %*%& !e(a#aa *e*%ai "e$a i(ai #a$

"ibe&ika -(e+ &e*!-"e "a&i U7 *" U74 *a)a

"e$a %&%'a "a(a) k%e*i-e&.5. %)(a+ i(ai %*%&

!e(a#aa: I*i(a+ "e$a )ej%)(a+ i(ai )a*i$ )a*i$ %*%&

1keba3a+ *e*%ai "e$a j%)(a+ &e*!-"e #a$)e$i*i.

9. Ni(ai &a'a &a'a 1NRR !e&

%*%& !e(a#aa: I*i(a+ i(ai &a'a &a'a IKM !e& %*%& !e(a#aa

"e$a ,a&a j%)(a+ i(ai )a*i$ )a*i$ %*%&"iba$i "e$a j%)(a+ &e*!-"e #a$ )e$i*i.

=. %)(a+ NRR 'e&'i)ba$

!e& %*%& !e(a#aa: I*i(a+ j%)(a+ i(ai !e& %*%& !e(a#aa "ika(ika

00=7 1i(ai b-b-' &a'a &a'a 'e&'i)ba$.

;. %)(a+ NRR IKM

'e&'i)ba$ %i' !e(a#aa: I*i(a+ "e$a )ej%)(a+ka NRR IKM 'e&'i)ba$

!e& %*%& !e(a#aa "a&i U7 *.". U74.8. IKM %i' !e(a#aa : I*i(a+ "e$a j%)(a+ i(ai IKM %i' !e(a#aa ka(i

i(ai "a*a& #ai'% 25.