Afifah Diah Afianti, Pitriani

Analysis of Public Satisfaction Levels Using the Customer Satisfaction Index (CSI) and Importance Performance Analysis (IPA)

Introduction

Analysis of public satisfaction levels using the customer satisfaction index (csi) and importance performance analysis (ipa). Analyze public satisfaction with Pontianak City Inspectorate services (CSI & IPA). Overall "very satisfied," but improve requirements, service time, products, & staff competence.

Abstract

Public service delivery serves as a primary indicator of successful governance that emphasizes accountability, transparency, and citizen satisfaction. Poor-quality public services can diminish public trust in governmental performance and hinder the realization of good governance. This study aims to analyze the level of public satisfaction with services provided by Inspectorate of Pontianak City during the second semester of 2024 using the Customer Satisfaction Index (CSI) and Importance Performance Analysis (IPA) methods. The CSI method is employed to measure overall satisfaction levels, whereas the IPA method is utilized to evaluate service attributes more comprehensively by comparing the importance and performance of each attribute and categorizing them into the IPA quadrants. The findings indicate that the overall public satisfaction level falls within the “very satisfied” category, with a CSI score of . This result reflects that the community generally perceives the quality of services delivered by Inspectorate of Pontianak City as highly satisfactory and able to meet user expectations. Furthermore, the IPA results reveal several attributes that require priority improvement, namely requirements, service completion time, service products, and staff competence, all of which fall into Quadrant I (high importance but low performance). These attributes are considered highly important by the public, yet their performance still requires enhancement to achieve optimal service delivery. Meanwhile, the attributes of service fees/tariffs, procedures, staff behavior, and complaint handling fall within Quadrant II (maintain performance), as they demonstrate strong performance and high importance, thus necessitating continued consistency.

Review

This study tackles the critically important topic of public satisfaction with governmental services, a cornerstone of effective governance and a direct measure of accountability and transparency. The application of the Customer Satisfaction Index (CSI) and Importance Performance Analysis (IPA) methods is highly appropriate for this objective, offering a robust framework to not only quantify overall satisfaction but also to dissect the underlying attributes contributing to it. Focusing on the Inspectorate of Pontianak City provides a valuable case study, demonstrating the practical utility of these analytical tools in a real-world public service context. The methodological approach promises to deliver actionable insights, making the research highly relevant for public administration and policy-making. The findings present a nuanced picture of public perception. The overall "very satisfied" category for the Inspectorate's services, while commendable, would be strengthened by the inclusion of the specific CSI score mentioned in the abstract, which is currently left blank. This broad satisfaction indicates that the Inspectorate generally meets public expectations. More significantly, the IPA results provide strategic direction. The identification of "requirements, service completion time, service products, and staff competence" in Quadrant I (high importance, low performance) highlights crucial areas for immediate and prioritized improvement. Conversely, attributes like "service fees/tariffs, procedures, staff behavior, and complaint handling" falling into Quadrant II (high importance, strong performance) commend the Inspectorate for its successful delivery in these areas and suggest a focus on maintaining these high standards. The practical implications of this study are substantial, offering a clear roadmap for the Inspectorate of Pontianak City to enhance its service delivery by targeting specific areas identified through the IPA. However, the absence of the numerical CSI score detracts slightly from the completeness of the abstract's summary of findings. Furthermore, the abstract's mention of the study being conducted "during the second semester of 2024" while simultaneously presenting "findings" is somewhat unusual and might suggest a forward-looking study design or a minor temporal ambiguity that could benefit from clarification in the full paper. Future research could expand upon this by conducting longitudinal studies to track improvements, comparing satisfaction levels across different governmental bodies, or exploring qualitative insights to understand the public's perception of Quadrant I attributes in greater depth.

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