Importance Performance Analysis (IPA) in Police Service (A Case Study in Wonogiri Police Precinct)

Ruslina Dwi Wahyuni, Ismi Dwi Astusti Nurhaeni, Rutiana Dwi Wahyunengseh

Abstract


The purpose of this study was to find out the quality of service and the level of society satisfaction in the service of the Police, especially the Wonogiri Police Precinct in making the Statement of Police Report. The research method was quantitative-descriptive research. The samples of this study were 96 respondents selected using incidental sampling. The data were collected using questionnaires. They were then analysed using the Importance Performance Analysis (IPA) method. The findings in this study showed that the quality of service for making the Statement of Police Report on the Wonogiri Police Precinct in general is categorized as good, but overall it can be concluded that it is not satisfactory and needs improvement. The implication of this research is that there is a case that good service does not always produce quality service in accordance with the expectations of society. The results of this study are expected to be an input to the service unit of the Statement of Police Report at the Wonogiri Police Precinct in improving the quality of its services in line with the expectations of the society


Keywords


Importance Performance Analysis; Satisfaction; Public Services

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DOI: http://dx.doi.org/10.18415/ijmmu.v5i5.435

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