Studi Kualitas Layanan dan Kepuasan Masyarakat terhadap Layanan Administrasi Dapodik di Dinas Pendidikan dan Kebudayaan Kota Bontang
DOI:
https://doi.org/10.35967/njip.v25i1.933Kata Kunci:
Kepuasan Publik, Layanan Administrasi Dapodik, Kualitas LayananAbstrak
Penelitian ini mengkaji kepuasan masyarakat terhadap layanan administrasi Data Pokok Pendidikan (Dapodik) di Dinas Pendidikan dan Kebudayaan Kota Bontang, dengan fokus pada faktor-faktor yang memengaruhi persepsi pengguna serta dimensi kualitas layanan yang perlu ditingkatkan. Menggunakan desain penelitian deskriptif kuantitatif dengan pendekatan survei evaluatif, penelitian ini menerapkan kerangka Survei Kepuasan Masyarakat (SKM) sebagaimana diatur dalam Peraturan Menteri Pendayagunaan Aparatur Negara dan Reformasi Birokrasi Republik Indonesia Nomor 14 Tahun 2017, yang diintegrasikan dengan lima dimensi model SERVQUAL: bukti langsung, keandalan, daya tanggap, jaminan, dan empati. Data dikumpulkan dari 152 operator sekolah dari berbagai tingkatan pendidikan melalui kuesioner terstruktur yang didistribusikan melalui Google Forms, menggunakan skala Likert empat poin (1 = tidak puas hingga 4 = sangat puas) dan metode penarikan sampel kuota proporsional. Analisis statistik meliputi model komputasi SKM untuk pengindeksan kepuasan, statistik deskriptif untuk skor rata-rata per indikator, dan analisis regresi linier berganda untuk mengidentifikasi prediktor kualitas layanan yang paling berpengaruh. Indeks kepuasan total berada pada kategori “Baik,” yang menunjukkan bahwa meskipun sistem dan teknologi yang digunakan telah beroperasi dengan memadai, masih terdapat beberapa dimensi layanan yang belum mencapai harapan pengguna. Di antara sembilan indikator layanan, jaminan dan kompetensi memperoleh nilai rata-rata tertinggi, mencerminkan kepercayaan pengguna terhadap profesionalisme dan keandalan staf, sementara daya tanggap, keandalan, dan penanganan keluhan memperoleh nilai terendah, yang mengindikasikan adanya keterlambatan dan inkonsistensi dalam kinerja layanan. Penelitian ini menyimpulkan bahwa peningkatan kepuasan pengguna Dapodik memerlukan lebih dari sekadar perbaikan prosedural dan teknologi; perhatian berkelanjutan terhadap daya tanggap dan empati dalam pemberian layanan tetap esensial.
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