| dc.description.abstract | This study aims to explore the Community Satisfaction Index on Integrated Licensing Service Agency (BP2T) of Tegal in 2014, and wants to know people's expectations about the services provided by the Integrated Licensing Service Agency (BP2T) of Tegal.In analyzing community service index (CSI) on Integrated Licensing Service Agency (BP2T) of Tegal, researchers used research indicators listed in Permenpan No. 16 Year 2014 on Guidelines for the Implementation of Societies Satisfaction Survey of Public Service.
Based on the results of questionnaires and interviews with respondents of 100 BP2T Tegalservice users, it wasobtained that CSI valued 80.08% that was converted into service quality classified as "good" or "B". The result increased from the previous year by 2%. Then to determine the gap between expectation and service reality, researchers used Cartesian diagram analysis or Importance Performance Analysis with the result that the elements belonging to the quadrant A which were Top Priority to optimize included service procedures, and service time, and which belong to the elements of the quadrant B which had to be maintained included service requirements, cost / tariffs, product specifications, executor’s competency, executor’s behavior, service edict, complaint or suggestion handling, and service input.
Based on the results of research that had been conducted, the researchers provide recommendations for serviceimprovement in the procedures and service time which can get special attention for the process reform in the service business in BP2T Tegal | en_US |
