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Dokumen menyajikan kategorisasi mutu pelayanan dari nilai 1 sampai 4, termasuk konversi nilai interval (NIK), serta kinerja unit pelayanan. Penilaian dihitung dan ditimbang untuk sembilan unsur layanan, meliputi persyaratan, prosedur operasional, jangka waktu, ongkos/tarif, produk pelayanan, kompetensi dan perilaku petugas, sarana-prasarana, serta penanganan pengaduan dan masukan. Rekapitulasi menunjukkan nilai IKM dan total rerata tertimbang tiap kelompok responden.",{"@graph":63,"@context":120},[64,81,103],{"@type":65,"itemListElement":66},"BreadcrumbList",[67,72,75,78],{"item":68,"name":69,"@type":70,"position":71},"https://docshare.wps.com","Home","ListItem",1,{"item":73,"name":9,"@type":70,"position":74},"https://docshare.wps.com/id/document/",2,{"item":76,"name":31,"@type":70,"position":77},"https://docshare.wps.com/id/document/penelitian-laporan/",3,{"item":79,"name":59,"@type":70,"position":80},"https://docshare.wps.com/id/document/public-service-satisfaction-index-ikm-analysis-of-perception-values-and-service-elements/185739/",4,{"url":79,"name":59,"@type":82,"image":83,"author":88,"headline":59,"publisher":91,"fileFormat":94,"inLanguage":57,"description":61,"dateModified":95,"datePublished":96,"encodingFormat":94,"isAccessibleForFree":97,"interactionStatistic":98},"DigitalDocument",{"url":84,"@type":85,"width":86,"height":87},"https://docshare.wps.com/thumbnails/public-service-satisfaction-index-ikm-analysis-of-perception-values-and-service-elements/185739.png","ImageObject",300,407,{"name":89,"@type":90},"Sarah ","Person",{"url":68,"name":92,"@type":93},"DocShare","Organization","application/pdf","2026-10-03","2026-09-02",true,{"@type":99,"interactionType":100,"userInteractionCount":102},"InteractionCounter",{"@type":101},"ViewAction",5,{"@type":104,"mainEntity":105},"FAQPage",[106,112,116],{"name":107,"@type":108,"acceptedAnswer":109},"Apa saja unsur layanan publik yang dinilai dalam dokumen ini?","Question",{"text":110,"@type":111},"Dokumen menilai sembilan unsur layanan: persyaratan, prosedur operasional layanan, jangka waktu layanan, ongkos/tarif, produk pelayanan, kompetensi petugas, perilaku petugas, sarana dan prasarana, serta penanganan pengaduan/saran/masukan.","Answer",{"name":113,"@type":108,"acceptedAnswer":114},"Bagaimana mutu pelayanan ditentukan berdasarkan nilai persepsi?",{"text":115,"@type":111},"Mutu pelayanan dikategorikan menggunakan nilai persepsi dan interval nilai (NI), lalu dikonversi menjadi nilai interval konversi (NIK). Kategori 4–1 memetakan mutu pelayanan dari “Sangat Baik” hingga “Tidak Baik”.",{"name":117,"@type":108,"acceptedAnswer":118},"Bagaimana Indeks Kepuasan Masyarakat (IKM) dihitung?",{"text":119,"@type":111},"IKM diperoleh dari jumlah nilai rerata tertimbang dengan rumus yang dituliskan pada tabel: IKM = jumlah nilai rerata tertimbang x 25, kemudian disertai total rerata tertimbang per unsur.","https://schema.org",{"og:url":79,"og:type":122,"og:title":59,"og:site_name":92,"og:description":61},"article",{"robots":124,"canonical":79},"index,follow",{"doc_id":126,"site_id":56},185739,1788368768,{"code":4,"msg":5,"data":129},{"doc_id":126,"user_id":130,"nickname":89,"user_avatar":131,"doc_module":4,"category_id":30,"category_name":31,"doc_title":59,"doc_description":61,"doc_content":132,"file_id":133,"file_url":134,"file_type":135,"file_size":136,"view_count":102,"is_deleted":4,"is_public":71,"is_downloadable":71,"audit_status":71,"page_count":137,"language":138,"language_code":57,"site_id":56,"html_lang":57,"table_of_contents":139,"faqs":140,"seo_title":141,"seo_description":61,"update_tm":127,"read_time":142},962085320529,"https://ap-avatar.wpscdn.com/davatar_9964176cb1d06d4a9deccf72a44ae3dc","| Jenis Pelayanan | Jumlah\u003Cbr>Pengguna/\u003Cbr>Populasi (N) | Jumlah\u003Cbr>Responden/\u003Cbr>Sampel (n) |\n| --- | --- | --- |\n| Informasi Publik | 260 | 155 |\n| Pengaduan | 260 | 155 |\n| PPDB | 85 | 70 |\n| Penelitian/\u003Cbr>Observasi | 11 | 10 |\n| Mutasi masuk | 10 | 10 |\n| PPL | 0 | - |\n| Legalisir | 15 | 14 |\n\n| NILAI\u003Cbr>PERSEPSI | NILAI INTERVAL\u003Cbr>(NI) | NILAI INTERVAL KONVERSI (NIK) | MUTU\u003Cbr>PELAYANAN (x) | KINERJA UNIT PELAYANAN (y) |\n| --- | --- | --- | --- | --- |\n| 4 | 3,5324-4,00 | 88,31 – 100,00 | A | Sangat Baik |\n| 3 | 3,0644-3,532 | 76,61 – 88,30 | B | Baik |\n| 2 | 2,60-3,064 | 65,00 – 76,60 | C | Kurang Baik |\n| 1 | 1,00-2,5996 | 25,00 – 64,99 | D | Tidak Baik |\n\n| No | Unsur-unsur Layanan Publik | Nilai per Unsur | Nilai Rerata per\u003Cbr>unsur | Nilai rerata\u003Cbr>tertimbang |\n| --- | --- | --- | --- | --- |\n| 1 | Persyaratan | 474 | 3,06 | 0,34 |\n| 2 | Prosedur operasional layanan | 466 | 3,01 | 0,33 |\n| 3 | Jangka waktu layanan | 444 | 2,86 | 0,32 |\n| 4 | Ongkos/Tarif | 519 | 3,35 | 0,37 |\n| 5 | Produk Pelayanan | 475 | 3,06 | 0,34 |\n| 6 | Kompetensi Petugas | 493 | 3,18 | 0,35 |\n| 7 | Perilaku Petugas | 503 | 3,25 | 0,36 |\n| 8 | Sarana dan Prasarana | 489 | 3,15 | 0,35 |\n| 9 | Penanganan Aaduan, Saran, dan Masukan | 472 | 3,05 | 0,33 |\n| Jumlah Nilai Rerata Tertimbang\u003Cbr>IKM = Jumlah Nilai Rerata tertimbang x 25 |  | 3,08\u003Cbr>76,91 |  |  |\n\n\n| No. | Unsur-unsur Layanan Publik | Nilai per\u003Cbr>Unsur | Nilai Rerata\u003Cbr>per unsur | Nilai rerata\u003Cbr>tertimbang |\n| --- | --- | --- | --- | --- |\n| 1 | Persyaratan | 476 | 3,07 | 0,34 |\n| 2 | Prosedur operasional layanan | 485 | 3,13 | 0,34 |\n| 3 | Jangka waktu layanan | 458 | 2,95 | 0,33 |\n| 4 | Ongkos/Tarif | 508 | 3,28 | 0,36 |\n| 5 | Produk Pelayanan | 478 | 3,08 | 0,34 |\n| 6 | Kompetensi Petugas | 489 | 3,15 | 0,35 |\n| 7 | Perilaku Petugas | 493 | 3,18 | 0,35 |\n| 8 | Sarana dan Prasarana | 483 | 3,12 | 0,34 |\n| 9 | Penanganan Aaduan, Saran, dan Masukan | 470 | 3,03 | 0,33 |\n| Jumlah Nilai Rerata Tertimbang\u003Cbr>IKM = Jumlah Nilai Rerata tertimbang x 25 |  | 3,08\u003Cbr>77,00 |  |  |\n\n\n| No. | Unsur-unsur Layanan Publik | Nilai per\u003Cbr>Unsur | Nilai\u003Cbr>Rerata per\u003Cbr>unsur | Nilai rerata\u003Cbr>tertimbang |\n| --- | --- | --- | --- | --- |\n| 1 | Persyaratan | 215 | 3,07 | 0,34 |\n| 2 | Prosedur operasional layanan | 217 | 3,10 | 0,34 |\n| 3 | Jangka waktu layanan | 208 | 2,97 | 0,33 |\n| 4 | Ongkos/Tarif | 223 | 3,19 | 0,35 |\n| 5 | Produk Pelayanan | 220 | 3,14 | 0,35 |\n| 6 | Kompetensi Petugas | 219 | 3,13 | 0,34 |\n| 7 | Perilaku Petugas | 222 | 3,17 | 0,35 |\n| 8 | Sarana dan Prasarana | 214 | 3,06 | 0,34 |\n| 9 | Penanganan Aduan, Saran, dan Masukan | 214 | 3,06 | 0,34 |\n| Jumlah Nilai Rerata Tertimbang\u003Cbr>IKM = Jumlah Nilai Rerata tertimbang x 25 |  | 3,07\u003Cbr>76,69 |  |  |\n\n\n| No. | Unsur-unsur Layanan Publik | Nilai per\u003Cbr>Unsur | Nilai Rerata\u003Cbr>per unsur | Nilai rerata\u003Cbr>tertimbang |\n| --- | --- | --- | --- | --- |\n| 1 | Persyaratan | 35 | 3,50 | 0,39 |\n| 2 | Prosedur operasional layanan | 34 | 3,40 | 0,37 |\n| 3 | Jangka waktu layanan | 33 | 3,30 | 0,36 |\n| 4 | Ongkos/Tarif | 34 | 3,40 | 0,37 |\n| 5 | Produk Pelayanan | 34 | 3,40 | 0,37 |\n| 6 | Kompetensi Petugas | 33 | 3,30 | 0,36 |\n| 7 | Perilaku Petugas | 35 | 3,50 | 0,39 |\n| 8 | Sarana dan Prasarana | 32 | 3,20 | 0,35 |\n| 9 | Penanganan Aduan, Saran, dan Masukan | 31 | 3,10 | 0,34 |\n| Jumlah Nilai Rerata Tertimbang\u003Cbr>IKM = Jumlah Nilai Rerata tertimbang x 25 |  | 3,31\u003Cbr>82,78 |  |  |\n\n\n| No. | Unsur-unsur Layanan Publik | Nilai per\u003Cbr>Unsur | Nilai\u003Cbr>Rerata per\u003Cbr>unsur | Nilai rerata\u003Cbr>tertimbang |\n| --- | --- | --- | --- | --- |\n| 1 | Persyaratan | 34 | 3,40 | 0,37 |\n| 2 | Prosedur operasional layanan | 32 | 3,20 | 0,35 |\n| 3 | Jangka waktu layanan | 33 | 3,30 | 0,36 |\n| 4 | Ongkos/Tarif | 35 | 3,50 | 0,39 |\n| 5 | Produk Pelayanan | 31 | 3,10 | 0,34 |\n| 6 | Kompetensi Petugas | 31 | 3,10 | 0,34 |\n| 7 | Perilaku Petugas | 36 | 3,60 | 0,40 |\n| 8 | Sarana dan Prasarana | 31 | 3,10 | 0,34 |\n| 9 | Penanganan Aduan, Saran, dan Masukan | 33 | 3","cbCaio6FDLI4wgQJ","https://ap.wps.com/l/cbCaio6FDLI4wgQJ","pdf",603095,10,"Indonesian","# Jenis pelayanan dan jumlah responden\n## Informasi publik, pengaduan, PPDB, penelitian/observasi, mutasi masuk, legalisir\n# Nilai persepsi dan mutu pelayanan\n## Interval nilai (NI) dan konversi (NIK)\n## Kinerja unit pelayanan (x) dan (y)\n# Unsur-unsur layanan publik dan perhitungan\n## Persyaratan, prosedur operasional, jangka waktu, ongkos/tarif\n## Produk pelayanan, kompetensi petugas, perilaku petugas\n## Sarana dan prasarana, penanganan pengaduan dan masukan\n# Rekapitulasi Indeks Kepuasan Masyarakat (IKM)","[{\"question\":\"Apa saja unsur layanan publik yang dinilai dalam dokumen ini?\",\"answer\":\"Dokumen menilai sembilan unsur layanan: persyaratan, prosedur operasional layanan, jangka waktu layanan, ongkos/tarif, produk pelayanan, kompetensi petugas, perilaku petugas, sarana dan prasarana, serta penanganan pengaduan/saran/masukan.\"},{\"question\":\"Bagaimana mutu pelayanan ditentukan berdasarkan nilai persepsi?\",\"answer\":\"Mutu pelayanan dikategorikan menggunakan nilai persepsi dan interval nilai (NI), lalu dikonversi menjadi nilai interval konversi (NIK). Kategori 4–1 memetakan mutu pelayanan dari “Sangat Baik” hingga “Tidak Baik”.\"},{\"question\":\"Bagaimana Indeks Kepuasan Masyarakat (IKM) dihitung?\",\"answer\":\"IKM diperoleh dari jumlah nilai rerata tertimbang dengan rumus yang dituliskan pada tabel: IKM = jumlah nilai rerata tertimbang x 25, kemudian disertai total rerata tertimbang per unsur.\"}]","Indeks Kepuasan Masyarakat (IKM) Layanan Publik - Analisis Nilai Persepsi dan Unsur Layanan | PDF",15]