FORMAT PERHITUNGAN HASIL SURVEI KEPUASAN SATKER TERHADAP LAYANAN
KPPN TERNATE TAHUN 2017

No. Pertanyaan Tingkat Kepentingan Nilai (I) Tingkat Kepuasan Nilai (P) Skor      (I x P)
Tidak Penting Kurang Penting Cukup Penting Penting Sangat Penting Tidak Puas Kurang Puas Cukup Puas Puas Sangat Puas
1 2 3 4 5 1 2 3 4 5
Kinerja Layanan Pencairan Dana (2.1)
1                      –                  –                 8               32               55 4,49                  –                 1                 3               45               46 4,43 19,92
2                      –                 1                 5               33               56 4,52                  –                  –                 7               39               49 4,44 20,06
3                      –                  –                 6               30               59 4,56                  –                  –                 4               39               52 4,51 20,53
4                      –                 1                 7               27               60 4,54                  –                 1                 7               35               52 4,45 20,20
5                      –                 1                 8               33               53 4,45                  –                  –                 9               37               49 4,42 19,69
6                      –                 1                 3               37               54 4,52                  –                 1                 7               34               53 4,46 20,15
7                      –                  –                 3               20               72 4,73                  –                  –                 5               23               67 4,65 21,99
8                      –                  –                 6               28               61 4,58                  –                  –                 5               25               65 4,63 21,21
9                      –                  –                 2               30               63 4,64                  –                 1                 6               25               63 4,58 21,26
10                      –                 1                 4               26               64 4,61                  –                  –                 5               25               65 4,63 21,35
11                      –                 1                 2               26               66 4,65                  –                  –                 4               33               58 4,57 21,26
12                      –                  –                 2               23               70 4,72                  –                  –                 5               32               58 4,56 21,49
13                      –                  –                 4               28               63 4,62                  –                 1                 2               38               54 4,53 20,92
14                      –                  –                 8               23               64 4,59                  –                 1               13               30               51 4,38 20,10
15                      –                  –                 7               22               66 4,62                  –                 1                 8               28               58 4,51 20,82
16                      –                  –                 3               15               77 4,78                  –                  –                 2               18               75 4,77 22,79
17                      –                  –                 4               29               62 4,61                  –                  –                 6               28               61 4,58 21,11
Jumlah 78,22 77,09 354,84
Rata-rata 4,60 4,53 20,87
No. Pertanyaan Tingkat Kepentingan Nilai       (I) Tingkat Kepuasan Nilai          (P) Skor          (I x P)
Tidak Penting Kurang Penting Cukup Penting Penting Sangat Penting Tidak Puas Kurang Puas Cukup Puas Puas Sangat Puas
1 2 3 4 5 1 2 3 4 5
Kinerja Layanan Bimbingan dan Konsultasi (2.2)
1                      –                  –                 3               29               63 4,63                  –                  –                 6               40               49 4,45 20,62
2                      –                  –                 4               39               52 4,51                  –                  –                 9               42               44 4,37 19,68
3                      –                  –                 8               42               45 4,39                  –                  –               14               41               40 4,27 18,76
4                      –                  –                 5               27               63 4,61                  –                  –                 8               36               51 4,45 20,53
5                      –                  –                 4               23               68 4,67                  –                  –                 5               23               67 4,65 21,74
6                      –                  –                 6               23               66 4,63                  –                  –                 4               32               59 4,58 21,21
7                      –                  –                 5               20               70 4,68                  –                  –                 4               31               60 4,59 21,50
8                      –                 1                 6               24               64 4,59                  –                  –                 5               35               55 4,53 20,77
9                      –                 1                 5               22               67 4,63                  –                  –                 5               32               58 4,56 21,11
10                      –                  –                 5               25               65 4,63                  –                  –                 5               32               58 4,56 21,11
11                      –                 1                 3               28               63 4,61                  –                  –                 5               29               61 4,59 21,16
12                      –                  –                 4               28               63 4,62                  –                  –                 4               26               65 4,64 21,45
13                      –                  –                 4               27               64 4,63                  –                  –                 7               30               58 4,54 21,01
Jumlah 59,84 58,78 270,66
Rata-rata 4,60 4,52 20,82
No. Pertanyaan Tingkat Kepentingan Nilai       (I) Tingkat Kepuasan Nilai          (P) Skor          (I x P)
Tidak Penting Kurang Penting Cukup Penting Penting Sangat Penting Tidak Puas Kurang Puas Cukup Puas Puas Sangat Puas
1 2 3 4 5 1 2 3 4 5
Kinerja Layanan Konfirmasi Surat Setoran (2.3)
1                      –                  –                 4               39               52 4,51                  –                 1                 7               35               52 4,45 20,06
2                      –                  –                 5               39               51 4,48                  –                  –                 6               37               52 4,48 20,11
3                      –                  –                 4               35               56 4,55                  –                  –                 7               35               53 4,48 20,39
4                      –                  –                 7               37               51 4,46                  –                  –                 8               39               48 4,42 19,73
5                      –                  –                 4               30               61 4,60                  –                  –                 4               31               60 4,59 21,11
6                      –                 1                 2               31               61 4,60                  –                  –                 2               32               61 4,62 21,26
7                      –                 1                 2               28               64 4,63                  –                  –                 2               34               59 4,60 21,31
8                      –                 1                 1               27               66 4,66                  –                  –                 4               28               63 4,62 21,55
9                      –                  –                 3               25               67 4,67                  –                  –                 5               26               64 4,62 21,60
10                      –                  –                 5               21               69 4,67                  –                  –                 5               31               59 4,57 21,35
11                      –                  –                 4               31               60 4,59                  –                  –                 4               35               56 4,55 20,87
12                      –                  –                 3               21               71 4,72                  –                  –                 2               21               72 4,74 22,34
13                      –                  –                 4               30               61 4,60                  –                  –                 6               32               57 4,54 20,87
Jumlah 59,75 59,28 272,54
Rata-rata 4,60 4,56 20,96
No. Pertanyaan Tingkat Kepentingan Nilai       (I) Tingkat Kepuasan Nilai          (P) Skor          (I x P)
Tidak Penting Kurang Penting Cukup Penting Penting Sangat Penting Tidak Puas Kurang Puas Cukup Puas Puas Sangat Puas
1 2 3 4 5 1 2 3 4 5
Kinerja Layanan Rekonsiliasi (2.4)
1                      –                  –                 3               22               70 4,71                  –                  –                 3               27               65 4,65 21,89
2                      –                  –                 4               28               63 4,62                  –                  –                 4               29               62 4,61 21,31
3                      –                  –                 4               28               63 4,62                  –                  –                 4               29               62 4,61 21,31
4                      –                  –                 5               32               58 4,56                  –                  –                 6               34               55 4,52 20,58
5                      –                  –                 1               27               67 4,69                  –                  –                 2               27               66 4,67 21,94
6                      –                  –                 6               20               69 4,66                  –                  –                 4               26               65 4,64 21,65
7                      –                  –                 4               19               72 4,72                  –                  –                 4               24               67 4,66 21,99
8                      –                  –                 5               21               69 4,67                  –                  –                 3               24               68 4,68 21,89
9                      –                  –                 5               18               72 4,71                  –                  –                 5               28               62 4,60 21,64
10                      –                  –                 2               25               68 4,69                  –                  –                 3               31               61 4,61 21,65
11                      –                  –                 6               20               69 4,66                  –                  –                 5               30               60 4,58 21,35
12                      –                  –                 6               24               65 4,62                  –                  –                 7               34               54 4,49 20,77
13                      –                  –                 7               19               69 4,65                  –                  –                 5               24               66 4,64 21,60
14                      –                  –                 4               29               62 4,61                  –                  –                 4               28               63 4,62 21,31
15                      –                  –                 2               27               66 4,67                  –                  –                 8               26               61 4,56 21,30
16                      –                  –                 4               24               67 4,66                  –                  –                 5               27               63 4,61 21,50
Jumlah 74,54 73,77 343,67
Rata-rata 4,66 4,61 21,48
No. Pertanyaan Tingkat Kepentingan Nilai       (I) Tingkat Kepuasan Nilai          (P) Skor          (I x P)
Tidak Penting Kurang Penting Cukup Penting Penting Sangat Penting Tidak Puas Kurang Puas Cukup Puas Puas Sangat Puas
1 2 3 4 5 1 2 3 4 5
Kinerja Layanan Sarana dan Prasarana (2.5)
1                      –                 1                 1               19               74 4,75                  –                 1                 1               29               64 4,64 22,04
2                      –                 1                 3               22               69 4,67                  –                 1                 4               30               60 4,57 21,35
3                      –                  –                 4               22               69 4,68                  –                  –                 4               26               65 4,64 21,74
4                      –                 1                 4               21               69 4,66                  –                 1                 7               28               59 4,53 21,11
5                      –                  –                 7               26               62 4,58                  –                  –                 9               32               54 4,47 20,48
6                      –                  –                 6               30               59 4,56                  –                  –               10               34               51 4,43 20,20
7                      –                 1                 7               25               62 4,56                  –                 1                 8               40               46 4,38 19,96
8                      –                  –                 6               29               60 4,57                  –                  –                 6               37               52 4,48 20,49
9                      –                 1                 6               22               66 4,61                  –                 1                 8               30               56 4,48 20,67
10                      –                 1                 8               25               61 4,54                  –                 1                 8               31               55 4,47 20,30
11                      –                  –                 6               16               73 4,71                  –                  –                 5               22               68 4,66 21,94
Jumlah 50,88 49,77 230,28
Rata-rata 4,63 4,52 20,93
Jumlah Total 323,23 1472,00
Indeks Kepuasan Satker Terhadap Layanan KPPN adalah : 4,55
Indeks Kepuasan Masyarakat (IKM) adalah                             : 91,08%
IKM = T x 100%
5 Y
IKM = 1472,00 x 100%
5×323,23
         = 91,08%

 

 

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