Analisis Indeks Kepuasan Masyarakat Pada Layanan Kepengurusan Surat Keterangan Tanda Lapor Kehilangan (SKTLK) di Polsek Tambaksari

Analysis of the Community Satisfaction Index on the Lost Reporting Certificate Management Service at the Tambaksari Police

Polsek tambaksari memiliki berbagai kelompok pelayanan administrasi. Salah satu pelayanan terbanyak bidang administrasi adalah Layanan Surat Keterangan Tanda Lapor Kehilangan (SKTLK). Surat Keterangan Tanda Lapor Kehilangan adalah surat keterangan yang diterbitkan Polri sebagai salah satu bukti legalitas yang diterbitkan Kepolisian untuk membuat dokumen baru. Namun, pada layanan ini masih ditemukan banyak keluhan yang mengakibatkan rating pelayanan rendah. Penelitian ini bertujuan untuk menganalisis kepengurusan Surat Tanda Lapor Kehilangan di Polsek Tambaksari serta mengidentifikasi kelebihan dan kekurangan pelayanan SKTLK di Polsek Tambaksari.

Metode yang digunakan adalah penelitian deskriptif kuantitatif dengan tolak ukur 9 unsur Permenpan Nomor 14 Tahun 2017 Tentang Pedoman Penyusunan Survei Kepuasan Masyarakat unit penyelenggara pelayanan publik. Teknik analisis data melalui pengolahan data, verifikasi data, analisis Indeks Kepuasan Masyarakat serta penarikan kesimpulan.  Data dikumpulkan melalui kuesioner,observasi,dan wawancara.

    Hasil penelitian menunjukan bahwa indicator kinerja unit pelayanan Surat Keterangan Tanda Laporan Kehilangan (SKTLK) di Polsek Tambaksari berada dalam mutu pelayanan “C” dengan kategori Kurang Baik, karena berada dalam nilai interval konversi Indeks Kepuasan Masyarakat 65,00-76,60. Dengan unsur pelayanan yang memiliki nilai Indeks Kepuasan Masyarakat (IKM) tertinggi yaitu unsur biaya tarif dengan nilai 3,41 dengan Nilai Interval Konversi sebesar 85,14 berbobot B yang berada pada kategori baik. Sedangkan unsur pelayanan yang memiliki Indeks Kepuasan Masyarakat terendah yakni Penanganan, Pengaduan Saran dan Masukan yang bernilai 2,95 dengan nilai interval konversi sebesar 67,39 yan berbobot C berada dalam kategori kurang baik. Oleh karena itu, perlu adanya perbaikan terkait sarana pengaduan baik secara online maupun offline, selain itu juga diperlukan perbaikan unsur lainya terkait sarana dan prasarana, perilaku pelaksana, persyaratan layanan dan kompetensi pelaksana

Tambaksari Police has various administrative service groups. One of the most common services in the administrative sector is the Loss Report Certificate Service (SKTLK). A Loss Report Certificate is a certificate issued by the National Police as proof of legality issued by the Police to create a new document. However, there are still many complaints about this service which result in low service ratings. This research aims to analyze the management of Loss Report Certificates at the Tambaksari Police and identify the advantages and disadvantages of SKTLK services at the Tambaksari Police.

The method used is quantitative descriptive research with 9 elements as a benchmark. Minister of Administrative Regulation Number 14 of 2017 concerning Guidelines for Preparing Community Satisfaction Surveys for public service delivery units. Data analysis techniques through data processing, data verification, analysis of the Community Satisfaction Index and drawing conclusions.  Data was collected through questionnaires, observations and interviews.

The results of the research show that the performance indicator of the Loss Report Certificate (SKTLK) service unit at the Tambaksari Police is in the "C" service quality with the Poor category, because it is within the Community Satisfaction Index conversion interval value of 65.00-76.60. With the service element that has the highest Community Satisfaction Index (IKM) value, namely the tariff cost element with a value of 3.41 with a Conversion Interval Value of 85.14 with a weight of B which is in the good category. Meanwhile, the service element that has the lowest Community Satisfaction Index is Handling, Complaints, Suggestions and Input, which has a value of 2.95 with a conversion interval value of 67.39, which has a weight of C, which is in the poor category. Therefore, there is a need for improvements regarding complaint facilities both online and offline, apart from that there is also a need to improve other elements related to facilities and infrastructure, behavior of implementers, service requirements and competency of implementers.