Public Services of the Malang City Government in the Community Perspective (Study In Cooperative and Micro Enterprises Agency of Malang City by using the Importance and Performance Analysis (IPA))


Authors : Juliana Makadolang; Abdul Kadir Usri; Wiyarni Wiyarni

Volume/Issue : Volume 7 - 2022, Issue 6 - June

Google Scholar : https://bit.ly/3IIfn9N

Scribd : https://bit.ly/3C5G9ZZ

DOI : https://doi.org/10.5281/zenodo.6990396

The purpose of this study is to analyze the conformity level between the service performance of the Malang City Cooperative and Micro Enterprises Agency with user’s expectations (importance level) the community service, by using the Importance Performance Analysis (IPA) method. The results showed that in average the overall conformity level between Interests (Expectations) of the Community and the Service Performance of the Cooperative and Micro Enterprises Agency of Malang City had only reached 90.14%. The measurement results of conformity level according to service indicators is ranging from 87.35 to 90.84. This shows that there is gap between the community expectations and the services performance provided, in other words, the services provided cannot meet the expectations of service user community. Some of priority service items that should be improved are (1) service must be fast and timely, (2) customer problems can be handled properly and (3) officers can provide information clearly and easily understood by service users. Whereas there are 7 service items that need to be maintained, namely: (1) the officers appearance are always neat, (2) the officers are always willing to help, (3) the understanding of staff is very good about cooperatives and Micro Enterprises, (4) the officers always friendly and courteous, (5) the officers can be trusted, (6) the officers understand the needs of service users and (7) the officer always put first the interests of service users.

Keywords : Public services, Importance and Performance Analysis.

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