Khayun Mubarok, Aep Rusmana, Pribowo Pribowo

KEPUASAN KELUARGA PENERIMA MANFAAT TERHADAP PELAYANAN PROGRAM KELUARGA HARAPAN DI KELURAHAN ANTAPANI WETAN KOTA BANDUNG

Introduction

Kepuasan keluarga penerima manfaat terhadap pelayanan program keluarga harapan di kelurahan antapani wetan kota bandung. Analisis kepuasan Keluarga Penerima Manfaat (KPM) terhadap pelayanan Program Keluarga Harapan (PKH) di Antapani Wetan, Bandung. Studi kuantitatif ini menemukan tingkat kepuasan yang sangat tinggi.

Abstract

Satisfaction is defined as the comparison between expectations and an individual’s perception of the service performance received. In the context of social services, the satisfaction of Beneficiary Families (Keluarga Penerima Manfaat/KPM) with the Family Hope Program (Program Keluarga Harapan/PKH) serves as a key indicator of the program’s effectiveness. This study aims to provide an empirical overview of the level of satisfaction among KPM regarding the quality of PKH services in Antapani Wetan Subdistrict, Bandung City.This research is grounded in the concept of service quality, which includes five main dimensions: tangibles, reliability, responsiveness, assurance, and empathy, along with an additional dimension—beneficiaries' expectations. The study employs a descriptive quantitative approach, with data collected through questionnaires and document analysis. A total of 180 registered PKH beneficiary families were selected as respondents.  The measurement scale used was Likert, with face validity for validity testing and Cronbach’s Alpha for reliability testing.The findings show that overall satisfaction among KPM is categorized as very satisfactory, with a total score of 19,934. Each service quality dimension also falls under the "very satisfactory" category: tangibles (3.184), reliability (3.819), responsiveness (3.155), assurance (3.767), empathy (3.673), while the expectation dimension is rated as "satisfactory" with a score of 2.336. Based on the analysis of the issues and needs in the field, the researcher proposes a follow-up program entitled "Technical Guidance for PKH Facilitators on the Technical Guidelines for the Graduation of PKH Beneficiaries" to improve service quality sustainably

Review

This study, titled "KEPUASAN KELUARGA PENERIMA MANFAAT TERHADAP PELAYANAN PROGRAM KELUARGA HARAPAN DI KELURAHAN ANTAPANI WETAN KOTA BANDUNG," addresses a critical area in social welfare: beneficiary satisfaction with government programs. By focusing on the Family Hope Program (PKH), the research aims to empirically assess the level of satisfaction among Beneficiary Families (KPM) in a specific Indonesian urban setting. The abstract effectively highlights the importance of satisfaction as an indicator of program effectiveness, grounding the study in well-established service quality dimensions—tangibles, reliability, responsiveness, assurance, and empathy—along with the crucial addition of beneficiaries' expectations. This theoretical framework provides a robust foundation for understanding the multi-faceted nature of service quality from the perspective of the recipients. The methodology employed is a descriptive quantitative approach, which is appropriate for measuring satisfaction levels across a defined population. The inclusion of 180 registered PKH beneficiary families as respondents, coupled with data collection via questionnaires and document analysis, suggests a systematic effort to gather comprehensive data. The use of a Likert scale for measurement, along with face validity for validity testing and Cronbach’s Alpha for reliability testing, demonstrates an awareness of methodological rigor. While face validity provides a basic check, the explicit mention of Cronbach’s Alpha is reassuring for the internal consistency of the measurement instrument, bolstering confidence in the reliability of the collected data. The findings indicate a largely positive outcome, with overall KPM satisfaction categorized as "very satisfactory," a significant score that speaks to the perceived success of the PKH services in Antapani Wetan Subdistrict. This high level of satisfaction extends across all assessed service quality dimensions, suggesting that the program performs well in tangible aspects, reliability, responsiveness, assurance, and empathy. Interestingly, while service quality dimensions were "very satisfactory," the expectation dimension was rated "satisfactory," which might imply a slight gap or a more nuanced understanding of beneficiaries' pre-existing expectations. The study concludes with a practical and relevant proposal: "Technical Guidance for PKH Facilitators on the Technical Guidelines for the Graduation of PKH Beneficiaries," which directly addresses sustainable service improvement and demonstrates a commitment to actionable outcomes derived from the research. This suggests a well-executed study that not only measures satisfaction but also contributes to practical program enhancement.

Full Text

Comments

You need to be logged in to post a comment.