PENYUSUNAN SOP PENILAIAN INDEKS KEPUASAN MASYARAKAT PADA PENGUJIAN BERKALA KENDARAAN BERMOTOR BERDASARKAN PERMENPAN RB NOMOR 14 TAHUN 2017 DI UNIT PENGELOLA PENGUJIAN KENDARAAN BERMOTOR JAGAKARSA

Measuring the level of community satisfaction by assessing the Community Satisfaction Index (CSI) in public service facilities is a crucial step in evaluating the extent of service user satisfaction. The satisfaction survey activities carried out by UP PKB Jagakarsa are still not following ideal conditions, namely based on the latest guidelines PERMENPAN RB No. 14 of 2017, and the results of interviews on June 13, 2024, with the Head of the Administration Subdivision and Head of the Infrastructure and Facilities Implementation Unit of UP PKB Jagakarsa that there is still no SOP that can be used as a guideline regarding the implementation of the IKM assessment that is being held. This research aims to examine in more depth the existing conditions for implementing community satisfaction surveys compared to ideal conditions and to prepare SOPs for assessing SMEs in UP PKB Jagakarsa using the basic reference PERMENPAN RB No.14 of 2017. Interviews and observations are the methods researchers use to obtain primary data. The data analysis method applied is gap analysis to compare existing and standard conditions. The final result of this research is in the form of an SOP for assessing SMEs based on the reference of PERMENPAN RB No.14 of 2017. After the SOP has been prepared, verification and validation are carried out to the leadership at the research location so that the SOP can be accepted by ratifying the SOP through the signature of the Head of UP Unit PKB Jagakarsa

Keywords: Public Service, Standard Operating Procedures (SOP), Community Satisfaction Index (CSI)