IMPLEMENTATION OF PERMENPAN-BUREAUCRATIC REFORM REPUBLIC OF INDONESIA NUMBER 14 YEAR 2017 CONCERNING COMMUNITY SATISFACTION SURVEY (SKM) FOR THE ORGANIZATION OF PUBLIC SERVICES REGIONAL DRINKING WATER PUBLIC COMPANY TIRTA MOEDAL SEMARANG

Abstract

The purpose of this study was to analyze the Community Satisfaction Survey on Information and Complaints services as well as New Connections and Re-opening provided by Perumda Water Drinking Tirta Moedal Semarang City and the inhibiting factors for increasing the value of the Community Satisfaction Index for these services. This study uses a mixed method (mix method). Data was collected by using interview techniques, observation, secondary data, documentation, literature review, and questionnaires. The analysis used is the Community Satisfaction Survey (SKM) based on the Regulation of the Minister of State Apparatus Empowerment and Bureaucratic Reform of the Republic of Indonesia Number 14 of 2017 with 9 indicators, namely requirements, procedures, completion time, costs/tariffs, product specifications, types of services, implementing competencies, implementing behavior. handling complaints suggestions and inputs, facilities and infrastructure. The results of this study indicate that Information and Complaints Services obtained a Community Satisfaction Index of 76.8 with the "GOOD" category. New Connect and Reopen Services received a score of 76.9 in the "GOOD" category.