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Kabupaten Magelang

PENGUKURAN INDEKS KEPUASAN MASYARAKAT

bpmppt Artikel / Berita

Pada Bulan Januari 2012, Badan Pelayanan Perizinan Terpadu (atau sekarang bernama Badan Penanaman Modal dan Pelayanan Perizinan Terpadu) telah melakukan pengukuran mandiri (self assessment) Indeks Kepuasan Masyarakat (IKM) atas pelayanan perizinan yang diselenggarakan. Pengukuran IKM ini merupakan salah satu implementasi dari Peraturan Kepala Badan Koordinasi Penanaman Modal (BKPM) RI Nomor 6 Tahun 2011 tentang Tata Cara Pelaksanaan, Pembinaan, Dan Pelaporan Pelayanan Terpadu Satu Pintu Di Bidang Penanaman Modal.

Berdasarkan ketentuan Peraturan Kepala BKPM tersebut, responden IKM berjumlah 150 orang yang mengurus perizinan di bidang investasi antara lain SIUP/ TDP, IUI/ TDI, HO, Izin Lokasi, Izin Usaha Bidang Pariwisata (hotel, restoran).
Pengukuran IKM meliputi 14 unsur pelayanan yaitu :
1. Prosedur pelayanan
2. Persyaratan pelayanan
3. Kejelasan petugas pelayanan
4. Kedisiplinan petugas pelayanan
5. Tanggung jawab petugas pelayanan
6. Kemampuan petugas pelayanan
7. Kecepatan pelayanan
8. Keadilan mendapatkan pelayanan
9. Kesopanan dan keramahan petugas
10. Kewajaran biaya pelayanan
11. Kepastian biaya pelayanan
12. Kepastian jadwal pelayanan
13. Kenyamanan lingkungan
14. Kenyamanan pelayanan
Hasil pengolahan data IKM tersebut adalah mendapat skor 75,14 yang diinterpretasikan :
a. Mutu pelayanan “B”
b. Kinerja unit pelayanan “Baik”