Analisis Tingkat Kepuasan Masyarakat terhadap Sentra Pelayanan Kepolisian Terpadu (SPKT) dengan metode Customer Satisfaction Index (CSI) pada Polsek Palmerah
DOI:
https://doi.org/10.55606/juisik.v6i2.2444Keywords:
Customer Satisfaction Index, Integrated Police Service Center, Police Service, Public Satisfaction, Service QualityAbstract
Rapid technological advancements are driving improvements in the quality of public services, including in the police service sector. The Integrated Police Service Center (SPKT), as the frontline of service delivery, play a crucial role in providing fast, accurate, and transparent services to the public. This study aims to analyze the level of public satisfaction with SPKT services at the Palmerah Police Station in West Jakarta by apply the Customer Satisfaction Index (CSI) methods. The research methods applied include observation, interviews, and the distribution of questionnaires to 50 respondents who have used SPKT services. The data obtained was then tested for validity and reliability to ensure the quality of the research instruments. The test results indicated that all questionnaire items were valid, with a calculated r value greater than the table r value (0.279), and reliable, with a Cronbach’s Alpha value of 0.914 for the expectation variable and 0.929 for the satisfaction variable. Based on the results of the CSI method calculation, a value of 48.50% was obtained, which falls into the “dissatisfied” category. This result indicates that the services provided by the Palmerah Police Station’s SPKT have not yet optimally met public expectations. Therefore, efforts are needed to improve service quality through the development of human resource competencies, the improvement of service facilities, and the utilization of technology to enhance the effectiveness and efficiency of services provided to the public.
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