A PROPOSED TECHNIQUE TO GENERATE IMPROVEMENT DECISIONS IN PUBLIC SECTOR INNOVATION IN INDONESIA: A CASE STUDY OF INDONESIAN FOOD AND DRUG AUTHORITY (FDA) PROVINCIAL OFFICE IN PONTIANAK
The Community Satisfaction Survey 2020 shows a decreasing value of customer satisfaction in the elements of service, namely: handling time, service fees, complaints handling, and suggestions and feedback. This decreased impact on customer satisfaction targeted by the BPOM was not achieved. A quanti...
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| Format: | Theses |
| Language: | Indonesia |
| Online Access: | https://digilib.itb.ac.id/gdl/view/63219 |
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| Institution: | Institut Teknologi Bandung |
| Language: | Indonesia |
| Summary: | The Community Satisfaction Survey 2020 shows a decreasing value of customer satisfaction in the elements of service, namely: handling time, service fees, complaints handling, and suggestions and feedback. This decreased impact on customer satisfaction targeted by the BPOM was not achieved.
A quantitative and purposive sampling approach is used to measure the perception of the public service innovation index. This measurement tool is in the form of a questionnaire survey with a scale of 1 to 10, consisting of 23 questions that represent the elements of innovation. Eight (8) elements represent the novelty dimension, five (5) elements represent the productivity dimension, four (4) elements represent the impact dimension, and six (6) elements represent the sustainability dimension. The dimensions of innovation represent output aspects (novelty and productivity) and outcome aspects (impact and sustainability).
The results of the public service innovation perception measurement show that the novelty dimension has an average score of 8.32, 8.56 for the productivity dimension, 8.42 for the impact dimension, and 8.28 for the sustainability dimension. Meanwhile, the scores for the output and outcome aspects are 8.42 and 8.35 consecutively. The Innovation Perception Index result is 82.87.
The perception index value of BBPOM in Pontianak is categorized as "Very Innovative," with the grade of innovation perception being "A." Modified improvement gap analysis (IGA) as a proposed technique shows that there are 6 (six) elements of innovation present in the Quadrant I (critical to improve). Four (4) elements in the quadrant and twelve (12) elements in the quadrant III have the best performance. One (1) element in Quadrant IV as an attractive element. The proposed alternative strategy to improve public service innovation performance is to improve the performance of innovation elements in Quadrant I and Quadrant IV, which are: Private Sector Role, Public Involvement, Service Consistency, Uniqueness, Service Facilities, New Kinds of Service, and Service Improvement. |
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