IKM Plus: Teknik Pengukuran Kepuasan Masyarakat untuk Mendukung Reformasi Birokrasi Instansi Pelayanan Publik


I Gede Mahatma Yuda Bakti dan Sik Sumaedi


Indeks Kepuasan Masyarakat, Reformasi Birokrasi


Instansi pemerintah sedang dalam kondisi siaga. Semakin gencarnya gerakan revolusi mental dan reformasi birokrasi memaksa instansi pemerintah untuk tak punya pilihan lain selain terus berbenah diri untuk meningkatkan kualitas pelayanan publik. Tujuan utamanya, masyarakat harus bisa merasakan kinerja instansi pemerintah yang benar-benar melayani. Oleh karena itu, umpan balik dari masyarakat adalah suatu informasi yang sangat berharga bagi instansi pemerintah dalam mengukur tingkat kinerjanya. Buku ini akan membantu instansi pemerintah dalam melaksanakan survei tingkat kepusasan masyarakat melalui suatu metode pengukuran yang detail, jelas, dan mudah dipahami serta diterapkan. Metode pengukuran lndeks Kepuasan Masyarakat (IKM) Plus juga memiliki nilai 'plus' yang tidak dapat ditemukan pada metode sejenis. Pembaca akan dipandu langkah demi langkah melaksanakan metode pengukuran IKM Plus, ditambah dengan penjelasan yang sangat berguna di setiap tahapan. Bagi Anda yang berkecimpung di dunia pelayanan publik, buku ini adalah suatu aset berharga dalam membantu instansi Anda menghadapi era baru birokasi yang melayani.


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