Indeks Kepuasan Masyarakat (IKM) Dalam Pembuatan Dokumen Paspor Di Kantor Imigrasi Kelas II Kabupaten Jember Tahun 2012

Abstract

This research was aimed to describe Public Satisfaction Index (hereinafter referred to as IKM) in the making of passport at Immigration Office Class II Jember Regency based on Decree of Ministry of State Apparatus Empowerment No. KEP/25/M.PAN/2/2004 on general guidelines for the composition of community satisfaction index at units of government services. This research used quantitative research with descriptive approach. The research results showed that the service component that had the lowest average value was service procedure by 2.96 while the component that had the highest average value at Immigration Office in Class II Jember was service officer clarity by 6.60. The weighted average value of IKM in Immigration Office Class II Jember Regency after conversion was 84.5 which indicated that the service quality was the category A. Therefore, the category means the performance of passport making service unit at Immigration Office Class II Jember Regency is declared excellent.