IMPLEMENTASI INDEKS KEPUASAN MASYARAKAT BERDASARKAN PERATURAN MENTERI PENDAYAGUNAAN APARATUR NEGARA DAN REFORMASI BIROKRASI NOMOR 14 TAHUN 2017 SEBAGAI WUJUD PELAYANAN PRIMA

Transportation safety especially in testing motorized vehicles is very
important and must receive special attention. One of the purposes of testing
motorized vehicles is to provide public services to the community. In general, the
demand for services, namely public services, is increasing. Law of the Republic of
Indonesia No. 25 of 2004 mandates the Community Satisfaction Index (IKM) as a
benchmark for assessing the quality of public services. UPT PKB Malang City
which provides services in the field of Motorized Vehicle Testing, needs to measure
IKM. The IKM assessment is carried out through service user community
respondents. The last evaluation in 2020 showed a "GOOD" value, but did not pay
attention to the latest regulations related to IKM, namely Permenpan No.14 of 2017.
Previous research has shown that the application of IKM using indicators from
Permenpan No.14 of 2017 can increase the level of agency service. So this research
aims to further examine the implementation of IKM by referring to Permenpan
No.14 of 2017, as a form of excellent service.
The method used in this research is to use observational research techniques,
interviews and questionnaires. The method of analysis used is quantitative analysis
which is generated based on quantitative data obtained through data collection. The
results of this study prove that it is important to periodically evaluate IKM with
Permenpan No.14 of 2017 regularly in supporting the performance targets of
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motorized vehicle testing agencies and can improve service elements where the
IKM value resulting from this study is "75.08" having quality "poor" service.
Keywords: Motorized Vehicle Testing, Public Service, Community Satisfaction
Index (IKM)