Analysis of Citizen Satisfaction on National Agency of Drug and Food Control of Republic Indonesia (NADFC)

Pitaloka, Endang and Tannady, Hendy (2020) Analysis of Citizen Satisfaction on National Agency of Drug and Food Control of Republic Indonesia (NADFC). Technology Reports of Kansai University, 62 (03). pp. 1069-1075. ISSN 04532198

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Abstract

— Citizen satisfaction describes the public opinion and perception of government service quality. In the urban area, citizen is demanding high performance of government service as private company services do. The purpose of this paper is to measure the citizen satisfaction of The National Agency of Drug and Food Control of the Republic of Indonesia (NADFC) services. In this paper, the citizen satisfaction survey was taken on 480 companies as NADFC customers in 2018. The data were analyzed using the Importance Performance Analysis (IPA) technique. The citizen satisfaction measurement was adopted from PERMENPAN RB no. 14/ 2017, which includes nine services indicators. The result showed that the service indicators in the high performance quadrant are service fee and officer attitudes. The service indicators in the high priority quadrant are complaint handling; registration requirements; and service settlement time. Officer competence; product service; systems, mechanism and procedure are in the low priority quadrant. The support facility is in the possible overkill area. Keywords— NADFC, IPA, citizen satisfaction, government service.

Item Type:	Artikel
Subjects:	H Social Sciences > H Social Sciences (General)
Divisions:	Fakultas Humaniora dan Bisnis > Prodi Manajemen
Depositing User:	Admin Repository
Date Deposited:	12 Oct 2020 03:02
Last Modified:	03 Jun 2022 06:46
URI:	http://eprints.upj.ac.id/id/eprint/510

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