Implementation of Competency Selection Exams for PPPK on Computer-Assisted Tests at Universitas Sebelas Maret - Customer Satisfaction Evaluation

Sep 10, 2026

Uploaded by Theodora

Customer satisfaction is pivotal in service delivery, particularly within the competency selection process using Computer Assisted Test (CAT). This study evaluates participant and related agency satisfaction with CAT-based selection at UNS by focusing on service quality, system reliability, and consistency across organizers. A questionnaire covering system quality, information, and service was administered to 920 respondents from examinees and the Regional Civil Service Agency. Results show an overall satisfaction score of 3.54, with Pati Regency highest (3.73) and Karanganyar Regency lowest (3.38).

LanguageEnglish

CategoryResearch & Report

FormatPDF

Pages12

Reading Time30 min

AccessFree to download

Introduction

Methods

Questionnaire Design

Respondents

Results

Satisfaction Scores by Agency

Conclusions and Recommendations

Implementation of Competency Selection Exams for PPPK on Computer-Assisted Tests at Universitas Sebelas Maret Winarno1,*, Bambang Harjito2, Muhtar3, GalihAkbar Moerbayaksa 3, Anas Faishal Falih3 1 Informatika, Universitas Sebelas Maret, Surakarta, Indonesia 2 Pendidikan Akuntansi, Universitas Sebelas Maret, Surakarta, Indonesia 3 Direktorat Teknologi Informasi dan Komunikasi, Universitas Sebelas Maret, Surakarta, Indonesia [Email:](Email: win@staff.uns.ac.id)[ win@staff.uns.ac.id](Email: win@staff.uns.ac.id) Article Info Received: 12/03/2025 Revised: 05/08/2025 Accepted: 27/12/2025 Published: 18/03/2026 Keywords: CASN Examination; CAT; Customer Satisfaction; PPPK; Government Employees Copyrights © Author(s) . This work is licensed under a Creative Commons Attribution‐NonCommercial 4.0 International License (CC BY‐NC 4.0) . All writings published in this journal are personal views of the author and do not represent the views of this journal and the author’s afϐiliated institutions. Abstract Customer satisfaction is crucial in a service, especially in the competency selection process based on the Computer Assisted Test (CAT) . This selection process is integral to creating a professional and high ‐quality state bureaucracy. Background of the problem: Nevertheless, the extensive deployment of CAT in the public sector recruitment domain has frequently occurred without the concomitant execution of methodical assessments of participant satisfaction, especially in relation to service quality, system dependability, and uniformity among the various organizing entities;(2) Objectives: This study aims to evaluate the satisfaction of exam participants and related agencies regarding the implementation of CAT‐based selection at UNS; (3) Methods: The evaluation used a questionnaire consisting of 19 closed and one open question. The questionnaire was distributed to respondents, namely exam participants and the Regional Civil Service Agency, with a total of 920 respondents. The questionnaire contained key determining factors such as system quality, information, and service; (4) Results: The best agency based on this questionnaire was the service for the Pati Regency Government with ascore of 3. 73, and the lowest was the Karanganyar Regency Government with ascore of 3.38. The customer satisfaction measurement results generally gave ascore of 3. 54; (5) Conclusion: The implementation of this activity was carried out very well. This is evident from the questionnaire responses, which received excellent ratings and (6) Recommendations or follow ‐up: It is recommended that forthcoming implementations of CAT enhance the standardization of services, prepare for technical assistance, and conduct ongoing assessments of participant satisfaction to ensure a more uniform and participant ‐focused examination process. Penyelenggaraan Ujian Seleksi Kompetensi Pegawai Pemerintah dengan Perjanjian Kerja Berbasis Computer Assisted Test di Universitas Sebelas Maret Kata Kunci: Ujian CASN; CAT; Kepuasan Pelanggan; PPPK; Pegawai Pemerintah Abstrak Kepuasan pelanggan merupakan hal yang sanget penting dalam sebuahlayanan apalagi dalam proses seleksi kompetensi berbasis Computer Assisted Test (CAT) . Proses seleksi ini merupakan bagian penting dalam menciptakan birokrasi negara yang profesional dan berkualitas tinggi: (1) Latar belakang permasalahan: Namun, implementasi CAT secara besar‐besaran dalam rekrutmen sektor publik belum selalu disertai dengan evaluasi sistematis terhadap kepuasan peserta, terutama terkait kualitas layanan, keandalan sistem, dan konsistensi antar lembaga penyelenggara.; (2) Tujuan: Penelitian ini bertujuan mengevaluasi kepuasan pesertaujian dan instansi terkait terhadap pelaksanaan seleksi berbasis CAT di UNS; (3) Metode: Evaluasi digunakan kuesioner dalam 19 pertanyaantertutup dengan skala likert 1‐4 . Kuesioner yang sudah dibagikan kepada responden yaitu peserta ujian dan Badan Kepegawaian Daerah den

FAQs

What does the study evaluate in CAT-based PPPK selection at UNS?

The study evaluates satisfaction of exam participants and related agencies regarding the implementation of CAT-based selection at UNS.

How was customer satisfaction measured in the research?

Satisfaction was measured using a questionnaire with 19 closed questions and 1 open question, covering system quality, information, and service.

What were the key findings about satisfaction scores?

The overall customer satisfaction score was 3.54. The highest was the Pati Regency Government service (3.73) and the lowest was the Karanganyar Regency Government service (3.38).

Sep 10, 2026

Uploaded by Theodora