Efektifitas Sisukma Dalam Meningkatkan Strategi Kepuasan Pelayanan Masyarakat Pada Sekretariat Daerah Kota Bekasi

The management of the SISUKMA application at the Bekasi City Regional Secretariat is less than optimal, not attractive and seems less serious as a system to measure the level of public satisfaction with public services. Therefore, the focus of this study is to determine the effectiveness of the Public Satisfaction Survey System (SISUKMA) application, to determine the inhibiting factors of the SISUKMA application in improving services at the Bekasi City Regional Secretariat and to determine what strategies make SISUKMA effective in improving services to the public. The researcher uses the theory of effectiveness measurement by Sutrisno with five dimensions, namely program understanding, right on target, on time, achievement of goals and real change. This research uses a qualitative descriptive research method. Research data was collected using observation, interview and documentation techniques and then processed through data reduction techniques, data presentation and drawing conclusions. This research uses data analysis, namely triangulation of data sources and the analysis method in this research uses SWOT and the SWOT Matrix. The research results show that the effectiveness of the Community Satisfaction Survey System (SISUKMA) application in improving services at the Bekasi City Regional Secretariat is quite effective. This can be seen from the five dimensions of effectiveness showing that 3 dimensions are right on target, on time and real changes are effective. However, two dimensions, namely understanding the program and achieving goals, show less effective results. There are several inhibiting factors such as limited number of human resources, lack of public awareness of actively participating in the implementation of SKM with the SISUKMA application, unstable internet connection and limited employee competency. A strategy that can be used as a priority in overcoming factors inhibiting the effectiveness of the SISUKMA application is a growth oriented strategy that focuses on strengths - opportunities (S-O).