CUSTOMER EXPERIENCE BASED PUBLIC SATISFACTION SURVEY ON OFFICE OF INTEGRATED PERMIT SERVICE (Kantor Pelayanan Perizinan Terpadu Cimahi City, West Java – Indonesia)

Abstrak

Public satisfaction survey must be carried out as a monitoring and evaluation of existing policies. Therefore, the Government Cimahi need a variety of information related to a quality of service by using customer satisfaction survey. Customer satisfaction survey on permit services is intended to ensure the quality of service of KPPT (Kantor Pelayanan Perizinan Terpadu or Office of Integrated Permit Service) of Cimahi City is really effective and efficient. The results coming from the customer satisfaction index that do not meet the criteria, which would become fundamental for next years’ improvement. However, the components for the assessment of existing survey taken from customers tend to evaluate KPPT Cimahi City internally, which overlook the factor of customer experience. The survey results are just focusing on aspects of self-assessment, without any regard on necessary customer’s perspective. This research explores customer experience perspective by using best practice of measuring customer value by Park and Recreation of Ontario (2012), which captures the survey results based on several factors: (1) Use, (2) Information & Customer Services Experience, (3) Facility experience, (4) Program experience, (5) Motivation & Barriers, (6) Personal Outcomes, (7) Community Outcomes, (8) Suggestion for The Future, and (9) Information About You (Demographics). Survey shows that factors of Information & Customer Services Experience becomes the main thing that is seen by the customer, which indeed building up a need for more service. Other occurring factors shows tendency of services to be monotonous.

Keywords: Customer Experiences, Surveys, Customer Satisfaction