DAFTAR ISI

Halaman
KATA PENGANTAR...................................................................................... i
DAFTAR ISI.................................................................................................... ii

BAB I PENDAHULUAN ......................................................................... 1

A Latar Belakang............................................................................ 1
B Maksud dan tujuan.................................................................... 2
C Sasaran....................................................................................... 2
D Ruang Lingkup......................................................................... 2
E Manfaat....................................................................................... 2
F Unsur Indeks Kepuasan Masyarakat.......................................... 3

BAB II MEKANISME PENGUKURAN SURVEI KEPUASAN

MASYARAKAT.......................................................................... 5

A Persiapan ................................................................................... 5
1 Penyiapan bahan.................................................................... 5
2 Penetapan Responden, Lokasi dan Waktu Pengumpulan Data.. 6
3 Penyusunan Jadwal.............................................................. 7
B Pelaksanaan Pengumpulan Data............................................ 7
1 Pengumpulan data......................................................... 7
2. Pengisian kuesioner....................................................... 7
C .     Pengolahan Data.............................................................. 8
 1.  Metode pengolahan data................................................ 8

2 Perangkat pengolahan .................................................. 9

3. Pengujian Kualitas Data ................................................ 9

D.     Laporan Hasil Penyusunan Indeks ....................................... 9

1.      Indeks per unsur pelayanan ......................................... 9

   E. Pemantauan evaluasi dan mekanisme pelaporan hasil penilaian
survei kepuasan masyarakat ....................................................... 10
BAB III HASIL PENGUKURAN SURVEI KEPUASAN
MASYARAKAT ............................................................................ 11
A. Gambaran umum ........................................................................ 11
B. Karakteristik Responden .............................................................. 12
1. Karakteristik Responden Berdasarkan Usia ............................ 12

2. Karajteristik Responden Berdasarkan Jenis Kelamin .............. 13

3 Karakteristik Responden Berdasarkan Tingkat Pendidikan ...... 13

4 Karakteristil Responden Berdasarkan Jenis Pekerjaan .............. 14

C. Deskripsi Unsur-Unsur Dalam Pelayanan ..................................... 15

BAB IV KESIMPULAN ........................................................................... 24