Article Sidebar
Downloads
Main Article Content
Abstract
One of the performance indicators used by the Directorate of Processed Food Registration is the customer satisfaction survey. The majority of performance metrics rose in 2020, but the customer satisfaction survey results in Directorate of Processed Food Registration actually fell from 83.96 in 2019 to 82.60 in 2020. This study aims to understand the structure of customer satisfaction with public services at the Directorate of Processed Food Registration. Causal Loop Diagrams (CLD) are used to represent the problems arising, key variables, feedback between variables, and recommended variables for intervention. A literature review, customer satisfaction survey results analysis, and Focus Group Discussions (FGD) with managers and all teams in public service are used to identify the variables. According to the CLD results, the workload variable is the key variable that influences customer satisfaction. Customer satisfaction and the variables of willingness and awareness in the registration process are mutually reinforcing. On the other hand, a rise in registration applications could lead to customer complaints since officers' workloads would increase beyond their ability and the officers wouldn't have opportunities to advance their skills. The constructed customer satisfaction structure can be used to choose the variables to be intervened. The intervention variables are: registration socialization, non-evaluation registration, officer, and reward. The well-mapped socialization program can increase customer awareness of the registration requirement. As a result of the intervention, there are increased registration requests and officer workloads. Furthermore, to respond to the increase in registration requests, non-evaluation and increasing the number of officers might be used. In addition, intervention in the form of reward also could contribute as a motivation for officers to enhance their performance. The intervention of these variables can be used for a series of ongoing processes and can be used to support leaders in making decisions.
Keywords
Article Details
References
- Alefari, M., Almanei, M., & Salonitis, K. (2020). A System Dynamics Model of Employees ’ Performance. Sustainability, 12(16).
- Arianty, N., & Andira, A. (2021). Pengaruh Brand Image dan Brand Awareness Terhadap Keputusan Pembelian. Jurnal Ilmiah Magister Manajemen, 4(1), 39. https://doi.org/10.24843/eeb.2021.v10.i10.p07
- Aryani, R. P., & Siallagan, M. (2021). Causal Loop Diagram for Better Understanding of Customer Satisfaction in The Indonesian Public Service. Journal of International Conference Proceedings (JICP), 4(2), 76–88.
- Badan Pengawas Obat dan Makanan. (2016). Keputusan Kepala Badan POM Nomor HK.04.1.23.04.16.1769 Tahun 2016 tentang Standar Pelayanan Minimal Unit Layanan Pengaduan Konsumen di Lingkungan Badan POM.
- Badan Pengawas Obat dan Makanan. (2018). Peraturan Badan Pengawas Obat dan Makanan Nomor 27 Tahun 2018 tentang Standar Pelayanan Publik di Lingkungan Badan POM.
- Badan Pengawas Obat dan Makanan. (2020a). Laporan Survei Kepuasan Masyarakat Tahun 2020.
- Badan Pengawas Obat dan Makanan. (2020b). Peraturan Badan Pengawas Obat dan Makanan Republik Indonesia Nomor 9 Tahun 2020 tentang Rencana Strategis Badan Pengawas Obat dan Makanan Tahun 2020 - 2024.
- Badan Pengawas Obat dan Makanan. (2022). Keputusan Kepala Badan POM Nomor 128 Tahun 2022 tentang Pedoman Penyelenggaraan Sistem Akuntabilitas Kinerja Instansi Pemerintah di Lingkungan Badan POM.
- Deputi Bidang Pengawasan Pangan Olahan. (2019). Laporan Kinerja Badan POM Tahun 2019.
- Deputi Bidang Pengawasan Pangan Olahan. (2020). Laporan Kinerja Badan POM Tahun 2020.
- Dwiyanto, A., Partini, Ratminto, Wicaksono, B., Tamtiati, W., Kusumasari, B., & Nuh, M. (2021). Reformasi Birokrasi Publik di Indonesia. Gadjah Mada University Press. Firdaus, F., & Lawati, S. (2020). Keterjangkauan Informasi dalam Pelayanan Publik. Journal PPS UNISTI, 2(1), 1–7. https://doi.org/10.48093/jiask.v2i1.14
- Fornell, C., Johnson, M. D., Anderson, E. W., Cha, J., & Bryant, B. E. (1996). The American Customer Satisfaction Index : Nature, Purpose, and Findings. Journal of Marketing, 60(4), 7–18.
- Jamil, J. M., & Shaharanee, I. N. M. (2017). A System Dynamic Simulation Model for Managing The Human Error in Power Tools Industries. AIP Conference Proceedings, 1891(October). https://doi.org/10.1063/1.5005431
- Johnson, M., Gustaffson, A., Andreassen Wallin, T., Lervik, L., & Cha, J. (2001). The Evolution and Future of National Customer Satisfaction Index Models. Journal of Economic Psychology, 22(2), 217–245.
- Kementerian Pendayagunaan Aparatur Negara dan Reformasi Birokrasi. (2017). Peraturan MENPAN RB Nomor 14 Tahun 2017 tentang Pedoman Penyusunan Survei Kepuasan Masyarakat Unit Penyelenggara Pelayanan Publik.
- Keskar, M. Y., Pandey, N., & Patwardhan, A. A. (2020). Development of Conceptual Framework for Internet Banking Customer Satisfaction Index. International Journal of Electronic Banking, 2(1), 55. https://doi.org/10.1504/ijebank.2020.105417
- Kurriwati, N. (2015). Pengaruh Kualitas Produk Terhadap Kepuasan dan Dampaknya Terhadap Loyalitas Konsumen. Eco-Entrepreneur Universitas Trunojoyo, 1(1).
- Octabriyantiningtyas, D., & Suryani, E. (2019). The Effect of Service Quality on T-Cash Customer Satisfaction using System Dynamics Framework. Journal of Information Systems Engineering and Business Intelligence, 5(1), 76. https://doi.org/10.20473/jisebi.5.1.76-84 Prasetyanti, R. (2017). Channelling Urban Modernity to Sustainable Pro-poor Tourism Development in Indonesia. IOP Conference Series: Earth and Environmental Science, 70(1). https://doi.org/10.1088/1755-1315/70/1/012059
- Presiden RI. (2012). Peraturan Pemerintah RI Nomor 96 Tahun 2012 Tentang Pelaksanaan Undang-Undang Nomor 25 Tahun 2009 Tentang Pelayanan Publik.
- Presiden RI. (2021). Peraturan Pemerintah Republik Indonesia Nomor 5 Tahun 2021 tentang Penyelenggaraan Perizinan Berbasis Risiko. Statistik Produk yang Mendapat Persetujuan Izin Edar. (2022). https://www.pom.go.id/new/
- Sterman, J. D. (2000). Business Dynamics Systems Thinking and Modeling for a Complex World. Jeffrey J.
- Shelstad. Wirtz, J., & Lovelock, C. (2021). Services Marketing: People, Technology, Strategy, 8th edition (Issue March). World Scientific Publishing Co. Inc. https://doi.org/10.1142/y0001
- Zhao, H., Jiang, L., & Su, C. (2020). To Defend or Not to Defend? How Responses to Negative Customer Review Affect Prospective customers’ Distrust and Purchase Intention. Journal of Interactive Marketing, 50, 45–64. https://doi.org/10.1016/j.intmar.2019.11.001
References
Alefari, M., Almanei, M., & Salonitis, K. (2020). A System Dynamics Model of Employees ’ Performance. Sustainability, 12(16).
Arianty, N., & Andira, A. (2021). Pengaruh Brand Image dan Brand Awareness Terhadap Keputusan Pembelian. Jurnal Ilmiah Magister Manajemen, 4(1), 39. https://doi.org/10.24843/eeb.2021.v10.i10.p07
Aryani, R. P., & Siallagan, M. (2021). Causal Loop Diagram for Better Understanding of Customer Satisfaction in The Indonesian Public Service. Journal of International Conference Proceedings (JICP), 4(2), 76–88.
Badan Pengawas Obat dan Makanan. (2016). Keputusan Kepala Badan POM Nomor HK.04.1.23.04.16.1769 Tahun 2016 tentang Standar Pelayanan Minimal Unit Layanan Pengaduan Konsumen di Lingkungan Badan POM.
Badan Pengawas Obat dan Makanan. (2018). Peraturan Badan Pengawas Obat dan Makanan Nomor 27 Tahun 2018 tentang Standar Pelayanan Publik di Lingkungan Badan POM.
Badan Pengawas Obat dan Makanan. (2020a). Laporan Survei Kepuasan Masyarakat Tahun 2020.
Badan Pengawas Obat dan Makanan. (2020b). Peraturan Badan Pengawas Obat dan Makanan Republik Indonesia Nomor 9 Tahun 2020 tentang Rencana Strategis Badan Pengawas Obat dan Makanan Tahun 2020 - 2024.
Badan Pengawas Obat dan Makanan. (2022). Keputusan Kepala Badan POM Nomor 128 Tahun 2022 tentang Pedoman Penyelenggaraan Sistem Akuntabilitas Kinerja Instansi Pemerintah di Lingkungan Badan POM.
Deputi Bidang Pengawasan Pangan Olahan. (2019). Laporan Kinerja Badan POM Tahun 2019.
Deputi Bidang Pengawasan Pangan Olahan. (2020). Laporan Kinerja Badan POM Tahun 2020.
Dwiyanto, A., Partini, Ratminto, Wicaksono, B., Tamtiati, W., Kusumasari, B., & Nuh, M. (2021). Reformasi Birokrasi Publik di Indonesia. Gadjah Mada University Press. Firdaus, F., & Lawati, S. (2020). Keterjangkauan Informasi dalam Pelayanan Publik. Journal PPS UNISTI, 2(1), 1–7. https://doi.org/10.48093/jiask.v2i1.14
Fornell, C., Johnson, M. D., Anderson, E. W., Cha, J., & Bryant, B. E. (1996). The American Customer Satisfaction Index : Nature, Purpose, and Findings. Journal of Marketing, 60(4), 7–18.
Jamil, J. M., & Shaharanee, I. N. M. (2017). A System Dynamic Simulation Model for Managing The Human Error in Power Tools Industries. AIP Conference Proceedings, 1891(October). https://doi.org/10.1063/1.5005431
Johnson, M., Gustaffson, A., Andreassen Wallin, T., Lervik, L., & Cha, J. (2001). The Evolution and Future of National Customer Satisfaction Index Models. Journal of Economic Psychology, 22(2), 217–245.
Kementerian Pendayagunaan Aparatur Negara dan Reformasi Birokrasi. (2017). Peraturan MENPAN RB Nomor 14 Tahun 2017 tentang Pedoman Penyusunan Survei Kepuasan Masyarakat Unit Penyelenggara Pelayanan Publik.
Keskar, M. Y., Pandey, N., & Patwardhan, A. A. (2020). Development of Conceptual Framework for Internet Banking Customer Satisfaction Index. International Journal of Electronic Banking, 2(1), 55. https://doi.org/10.1504/ijebank.2020.105417
Kurriwati, N. (2015). Pengaruh Kualitas Produk Terhadap Kepuasan dan Dampaknya Terhadap Loyalitas Konsumen. Eco-Entrepreneur Universitas Trunojoyo, 1(1).
Octabriyantiningtyas, D., & Suryani, E. (2019). The Effect of Service Quality on T-Cash Customer Satisfaction using System Dynamics Framework. Journal of Information Systems Engineering and Business Intelligence, 5(1), 76. https://doi.org/10.20473/jisebi.5.1.76-84 Prasetyanti, R. (2017). Channelling Urban Modernity to Sustainable Pro-poor Tourism Development in Indonesia. IOP Conference Series: Earth and Environmental Science, 70(1). https://doi.org/10.1088/1755-1315/70/1/012059
Presiden RI. (2012). Peraturan Pemerintah RI Nomor 96 Tahun 2012 Tentang Pelaksanaan Undang-Undang Nomor 25 Tahun 2009 Tentang Pelayanan Publik.
Presiden RI. (2021). Peraturan Pemerintah Republik Indonesia Nomor 5 Tahun 2021 tentang Penyelenggaraan Perizinan Berbasis Risiko. Statistik Produk yang Mendapat Persetujuan Izin Edar. (2022). https://www.pom.go.id/new/
Sterman, J. D. (2000). Business Dynamics Systems Thinking and Modeling for a Complex World. Jeffrey J.
Shelstad. Wirtz, J., & Lovelock, C. (2021). Services Marketing: People, Technology, Strategy, 8th edition (Issue March). World Scientific Publishing Co. Inc. https://doi.org/10.1142/y0001
Zhao, H., Jiang, L., & Su, C. (2020). To Defend or Not to Defend? How Responses to Negative Customer Review Affect Prospective customers’ Distrust and Purchase Intention. Journal of Interactive Marketing, 50, 45–64. https://doi.org/10.1016/j.intmar.2019.11.001