Community Satisfaction Index of Kebon Kosong Sub-District for

Enforcement of Health Protocols Carried out by the Civil Service Police

Unit of Kemayoran District

Dimas Hafizh Syaputra, Herlina Muzanah Zain and Samsul Ode

Department of Government Science, Universitas 17 Agustus 1945 Jakarta, Indonesia

Keywords: Civil Service Police Unit, Health Protocols, Community Satisfaction Index.

Abstract: The background of the problem in this study is the high number of positive COVID-19 cases in Kebon Kosong

Village compared to other Kelurahan in Kemayoran District. In this context, the performance of the Civil

Service Police Unit of Kemayoran District as an enforcement officer of Regional Regulations and Regional

Head Regulations, especially in enforcing COVID-19 virus health protocol regulations. To see the quality of

performance of the Civil Service Police Unit of Kemayoran District in implementing health protocol

regulations, it is necessary to assess public opinion by measuring the Community Satisfaction Index. This study

aims to determine the Community Satisfaction Index and identify the factors that affect the satisfaction of the

people of Kebon Kosong Village with the Kemayoran District Civil Service Police Unit in implementing health

protocol regulations. The research method used is quantitative descriptive research. The results of this study

using nine combined elements from Kepmenpan No. 25 of 2004 and Regulation of PAN & RB No. 14 of 2017

showed quite good results with a score of 83.55 with service quality B (Good). The suggestion in the study is

the need for an evaluation of all officers of the Civil Service Police Unit of Kemayoran District regarding the

provision of handling that does not discriminate or discriminate against the community in class, status, and

economy, considering that the element of justice is the lowest element value of the other nine elements.

INTRODUCTION

The infectious disease Corona Virus Disease or

known as COVID-19, which has occurred almost

three years since it first infected the city of Wuhan,

China, last December 2019, has become a global

problem based on The World Health Organization

(WHO) declared a pandemic on March 11, 2020. All

countries have carried out various efforts to prevent

and cut off the transmission of Covid-19, although

with different levels of effectiveness. Such as South

Korea, China, and other countries Singapore's

neighbors have been preparing their citizens from the

beginning of the first case it found. Some countries,

like Sweden, choose measures to reduce the spread of

COVID-19 without lockdowns or large-scale social

restrictions (Prasojo et al., 2021).

Unlike when COVID-19 began to spread in

various countries, the Indonesian government,

especially the Ministry of Health, seemed to ignore

the threat of this virus.

Preparedness efforts to anticipate and deal with

COVID-19 were not carried out until President

Jokowi announced that two citizens tested positive for

COVID-19 for the first time in Indonesia last March

2020 (Hidayati, 2021). Then, a movement was carried

out to resolve the rate of COVID-19 transmission by

the government by implementing PSBB (Large-Scale

et al.) regulations with the issuance of Government

Regulation Number 21 of 2020, which discusses the

enforcement of the COVID-19 pandemic.

PSBB regulations originating from the central

government are then implemented and driven by local

governments on their regional situations and needs. In

April 2020, the capital city of Jakarta became the first

province to implement the PSBB and underwent

various adjustments until it became the

Implementation of Community Activity Restrictions

(PPKM).

Based on data released by the Ministry of Health, the

Covid-19 problem in DKI Jakarta reached 1,425,915,

followed by West Java province with 1,179,960 cases

and Central Java province with 637,982 positive

Covid-19 cases. They are making DKI the province

with the highest spread rate until 2022 compared to

other provinces. Therefore, in the era of the COVID-

19 pandemic, many big cities are seen as symbols of

business activity and the spread of the virus. (Prasojo

130

Syaputra, D., Zain, H. and Ode, S.

Community Satisfaction Index of Kebon Kosong Sub-District for Enforcement of Health Protocols Carried out by the Civil Service Police Unit of Kemayoran District.

DOI: 10.5220/0012641300003821

Paper published under CC license (CC BY-NC-ND 4.0)

In Proceedings of the 4th International Seminar and Call for Paper (ISCP UTA ’45 JAKARTA 2023), pages 130-137

ISBN: 978-989-758-691-0; ISSN: 2828-853X

et al., 2020).

As an effort to prevent or break the rope of the

spread of COVID-19 in Jakarta with the

implementation of PSBB or PPKM, several DKI

Jakarta Governor Regulations were made, including

Number 33 of 2020, which discusses the actualization

of the PSBB as an effort to stop the spread of Covid-

19 in DKI Jakarta Province, which was decided in

April 2020

1. Number 79 of 2020 discusses the implementation

of discipline and enforcement of Health

Protocols, which was established on August 19,

2020

2. Number 88 of 2020 discusses the revision of

regulation Number 33 concerning the

actualization of PSBB as an effort to stop the

spread of Corona (Virus Disease, 2019) in DKI

Jakarta Province, which was decided in

September 2020

3. Number 101 of 2020 discusses revisions to

Regulation 79 of 2020 on implementing the rules

of conduct and enforcing Health Protocols

stipulated on October 9, 2020.

In realizing the proper implementation of PSBB in

Jakarta, the government needs a team to enforce

health-related laws at the provincial and regency/city

levels to enforce regional regulations in related areas.

Along with the purpose of regional autonomy,

regional governments can regulate and get around

regions to carry out government issues that are their

authority. In this case, Satpol PP is a related institution

assigned as a reinforcement of regional regulations

and regional head regulations so that all citizens can

implement these regulations.

It is stated in Law Number 23 of 2014 concerning

the regulation of Satpol PP as government personnel

who are given obligations, responsibilities, and

authorities based on applicable regulations in carrying

out regional and regional head regulations controlling

order and peace and protecting the community. More

details have been regulated in Government Regulation

Number 16 of 2018 regarding Satpol PP, explaining

the formation, organization, duties, functions,

authorities, human resources, local government

obligations, coordination, coaching, supervision,

awards, and reporting.

The existence of Civil Service Police Units in

regional apparatus is very complex. It is needed in

addition to law enforcement in the regions and to

support the successful implementation of regional

autonomy. As a regulatory law enforcement institution

in the region, in this case, it is the regulation of health

protocols during the COVID-19 pandemic in the DKI

Jakarta area. The Civil Service Police Unit is expected

to maintain peace and comfort and provide a sense of

security for the community during the Covid-19

pandemic.

To be able to find out the quality of services that

have been carried out by the DKI Jakarta Civil Service

Police Unit regarding the handling of the health

protocol regulation, it is necessary to assess the

opinions of the community itself through the

measurement of the Community Satisfaction Index

from now on referred to as IKM. Based on the Decree

of the Minister of State Apparatus Empowerment

Number 25 of 2004, which discusses how to measure

SMIs in general implemented by the Government

Agency Service Unit to determine the ability of

services from government apparatus to the

community, it is necessary to evaluate the

community's response to services by making SMIs.

This service's primary purpose is to provide a

sense of satisfaction to the community. This

satisfaction can be felt if the services provided are by

established operational standards or even better

(Fahreza, 2020). In Law of the Republic of Indonesia

Number 25 of 2000 regarding the National

Development Program (PROPENAS), it is also

explained that one of the activities to optimize public

services is to create SMIs so that they can become

standards for maximizing the performance of public

services by government functionaries to the

community.

The author wants to know from the Community

Satisfaction Index at Satpol PP in implementing health

protocol regulations to see the community's image or

image about Satpol PP itself where there are opposing

views from the community. Like before the COVID-

19 pandemic, many people speculated that the Civil

Service Police Unit had no work or that its work was

only to displace street vendors. Therefore, the

Community Satisfaction Index measurement can show

the views or images of the community towards Satpol

PP in enforcing health protocol regulations during the

COVID-19 pandemic.

By taking a case study in the Kebon Kosong

Village environmental area, which is one of the areas

at the Kelurahan level with the highest COVID-19

virus infection rate, judging from comparisons with

other Kelurahan in Kemayoran District, reaching

5,013 positive COVID-19 cases from the beginning of

Covid-19

entering Indonesia.

This study aims to identify the community

satisfaction index and factors that affect the

community of Kebon Kosong Village on the

regulation of health protocols carried out by the

Kemayoran District Civil Service Police Unit.

Community Satisfaction Index of Kebon Kosong Sub-District for Enforcement of Health Protocols Carried out by the Civil Service Police

Unit of Kemayoran District

131

LITERATUR REVIEW

2.1 Community Satisfaction Index

A community satisfaction index is a tool or method

used to measure the extent to which people's

satisfaction or dissatisfaction with various aspects of

public services, government programs, or issues

related to their well-being and quality of life. This

index aims to measure public perceptions and views

on the performance of the government or specific

institutions and provide information that can be used

to improve services and policies that align with the

community's needs.

SMIs are organized based on one service unit with

another to benefit the community and the government

itself. According to Mulyadi, Gedeona, and Adandi

(2016) with the availability of data from the

implementation of the IKM survey, it is certainly

expected to provide existing benefits (Blongkod,

2018), namely:

1. Knowing the gaps and shortcomings of each

program element.

2. The performance of implementing public services

within the specified time is known.

3. Become a consideration factor for the formation

of future program policies.

4. The knowledge of SMIs is integral to the results

of program implementation within a specific

scope.

5. Creating matches between public service delivery

units within the scope of certain governments as

an effort to improve service performance.

6. So that the public knows the performance of the

program.

The targets of SMIs, according to the Minister of PAN

and Bureaucratic Reform of the Republic of Indonesia

Number 14 of 2017, are to:

1. Encourage service delivery to advance the quality

of public services.

2. Spurring community participation as service

recipients in measuring the performance of the

programs provided.

3. Motivate Organizers to present Breakthroughs in

providing public services

4. Interpret the value of how satisfied the

community is with the program

Written in Kepmen PAN Number 25 of 2004 explains

the existence of 14 elements that are significant,

reliable, and valid and needed to become IKM

measurement standards, including :

1. Service Procedure

The community needs simplicity of the service

process flow that the community will receive.

2. Terms of Service

The administrative and technical requirements needed

for data collection.

3. Clarity of Service Officers

Certainty and position of personnel performing

services, in this case, explanation of their

responsibilities.

4. Service Officer Discipline

The sincerity of officers in carrying out their work,

especially in terms of working time.

5. Responsibilities of Service Officers

Contains the authority and responsibility of officers in

launching service programs.

6. Service Officer Capabilities

The capability of officers in carrying out their role to

serve the community.

7. Speed of Service

Accuracy of service based on targeted time.

8. 8. Justice Gets Service Be fair without

discrimination.

9. Courtesy and Friendliness of Officers

Relating to the attitude and behavior of personnel as

appropriate.

9. 10. Fairness of Service Costs Affordability of the

amount of fees that have been determined.

11. Certainty of Service Costs

The suitability of the required costs with the budget.

12. Certainty of Service Schedule

The appropriateness of the time that has been

determined in implementing the program.

13. Environmental Comfort

Ensuring comfortable and decent infrastructure and

service facilities for the community.

14. Service Security

The level of security systems around the unit area so

that the community can feel calm about the risks that

may exist during the implementation of the program

Meanwhile, the Minister of PAN and Bureaucratic

Reform of the Republic of Indonesia, Number14 of

2017, explains that there are nine elements contained

in this regulation, including:

1. Requirement

Requirements that must be met in the management of

a type of service, both technical and administrative

requirements

2. Systems, Mechanisms, and Procedures

Standardized service procedures for service givers and

recipients, including complaints

3. Time To Turnaround

The period required to complete the entire service

process of each type of service

4. Fees or Rates

The fee charged to the service recipient in managing

and obtaining services from the operator is determined

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based on an agreement between the operator and the

community

5. Product Specification Type of Service

The results of services provided and received by the

stipulated conditions. This service product is the result

of each service type specification

6. Competence of Implementers

Abilities that implementers must possess include

knowledge, expertise, skills, and experience

7. Executor Behavior

Executive behavior is the attitude of officers in

providing services

8. Facilities and Infrastructure

Everything that can be used as a tool in achieving

goals and objectives. Infrastructure is everything that

is the primary support for the implementation of a

process (business, development, project). Means are

used for moving objects (computers, machines) and

infrastructure for immovable objects (buildings).

9. Handling Complaints, Suggestions, and input

on procedures for implementing complaint handling

and follow-up

2.2 Health Protocol Enforcement

Health protocol regulation is an action taken by

authorities or institutions to supervise and regulate the

implementation of measures to prevent the spread of

diseases, especially infectious diseases such as viral or

bacterial diseases or other diseases such as the

COVID-19 infectious disease outbreak. This

regulation aims to protect public health, prevent the

spread of disease, and ensure compliance with

established rules.

Health protocols are part of regulations decided by

the government, precisely the Ministry of Health, to

regulate safety in community activities during the

pandemic. The implementation itself has been

explained in detail in Kepmenkes Number

HK.01.07/MENKES/382/2020, which discusses

health regulations in public spaces as an effort to

prevent viruses.

METHODS

This study used a quantitative descriptive research

method. This method intends to provide an overview

or explanation of a phenomenon scientifically in the

form of numbers through data collection, data

interpretation, and the results of something under

study (Arikunto, 2006).

The sampling technique in this study uses the

Accidental Sampling technique, which is based on

selected samples from the most accessible people to

reach and access (Santoso & Tjiptono, 2001, pp. 89-

90). According to Sugiyono (2004: 77), Accidental

Sampling is the determination of samples based on

accidents where researchers incisively find people. It

can be a sample if the person who meets the main

criteria is the Kebon Blank, Kemayoran District

community.

Based on the decree of the Minister of State

Apparatus Empowerment Number 25 of 2004, the

number of samples used as respondents in this study

was 150 respondents. In this study, the author uses

IKM data analysis techniques that align with the

Regulation of the Minister of State Apparatus

Empowerment and Bureaucratic Reform Number 14

of 2017 concerning preparing public satisfaction

surveys on the programs provided. Each component of

the service to be reviewed has the same weighing

value as the formula that has been set, as follows :

To obtain from IKM a weighted average value

approach is used with the following formula :

To facilitate the understanding of the IKM assessment

with a value between 25-100, the assessment results

above are converted to a base value of 25, with the

formula as follows:

The results of the formula will then be entered in the

table as follows:

Source : Peraturan Menteri Pendayagunaan Aparatur

Negara dan Reformasi Birokrasi Nomor 14 Tahun

2017

Figure 1.

RESULTS AND DISCUSSION

In measuring the Community Satisfaction Index at the

Civil Service Police Unit of Kemayoran District on

Community Satisfaction Index of Kebon Kosong Sub-District for Enforcement of Health Protocols Carried out by the Civil Service Police

Unit of Kemayoran District

133

the legal basis of PAN Decree No. 25 of 2004 and

PAN & RB Regulation No. 14 of 2017 as a reference

for the preparation of the Community Satisfaction

Index and the selection of relevant elements by

research needs. Here are nine elements that are

considered relevant from the two legal bases of

Kepmen PAN No. 25 of 2004 and Regulation of PAN

& RB No. 14 of 2017, including:

1. Officer Clarity

Clarity of officers is about the existence or certainty of

Satpol PP Kemayoran District officers in enforcing

health protocol regulations, such as names, positions,

and what kind of authority and responsibility they

have in implementing health protocol regulations.

2. System, Mechanisms, and Procedures

Systems, mechanisms, and procedures are also defined

as methods of implementation procedures that are

standardized for officers to the community, such as

maintaining distance in enforcing health protocols,

checking body temperature, giving reprimands, and

enforcing humanity as a public servant.

3. Officer Discipline

Officer discipline illustrates how sincere officers are

in regulating health protocols to end or break the chain

of the spread of COVID-19 in the community.

4. Officer Responsibilities

The responsibility of officers is to describe the

responsibility of Satpol PP Kemayoran District

officers in implementing health protocols by their

authority.

5. Justice

Justice is how to enforce health protocol regulations

carried out by Satpol PP Kemayoran District without

discrimination or not distinguishing between groups

or community status in taking action against people

who are caught violating health protocols.

6. Competence or Ability of an Officer: The

Competence or ability of an officer is the aptitude or

ability and skill that Mandatory Owned Officer Satpol

PP Kemayoran District, which can include Knowledge

about COVID-19, including His prevention, his skill

in explaining to the community and giving good

direction to the community.

7. Officer Conduct

Officer behavior is the attitude and behavior of Satpol

PP Kemayoran District officers' efforts to enforce the

observance of health protocols to the community with

courtesy, friendliness, and mutual respect in its

implementation.

8. Facilities and Infrastructure

Facilities can be used to launch or facilitate the

achievement of specific goals, while infrastructure

supports all types of facilities directly and indirectly.

In implementing this health protocol, facilities and

infrastructure are needed, such as the use of masks by

predetermined standards, face shields, patrol cars, the

provision of good hand washing facilities or in the

form of hand sanitizers, and body temperature

checking devices to be able to carry out the

implementation of reasonable health protocol

regulations.

9. Handling of Complaints, Suggestions, and

Inputs. Handling complaints, suggestions, and inputs

is a system manner implementation. Handling

complaints and follow-up, such as outbreak

emergency response post-COVID-19, has been

established.

Based on the results of research conducted on 150

respondents, both people who have felt the direct

handling of Satpol PP officers in Kemayoran District

related to the regulation of health protocols and who

see how Satpol PP officers are handled in enforcing

health protocols. Thus, the Kebon Blank Village

Community Satisfaction Index calculation on the

regulation of health protocols carried out by the Civil

Service Police Unit was obtained by referring to the

Regulation of the Minister of State Apparatus

Empowerment and Bureaucratic Reform Number 14

of 2017. The following is a presentation of the

calculation of the Community Satisfaction Index of

the Civil Service Police Unit of Kemayoran District:

Source: Questionnaire Data Processing

Figure 2.

By looking at the table above, the value of the Kebon

Blank Village Community Satisfaction Index for the

regulation of health protocols carried out by Satpol PP

Kemayoran District is 3.342, or if you look at the

conversion value is 83.55, which means that the

performance of the Kemayoran Subdistrict Civil

Service Police Unit in regulating health protocols is

declared good and this also indicates that the people of

Kebon Blank Village are satisfied with the

performance that carried out by the Civil Service

Police Unit of Kemayoran District in regulating health

protocols. Even so, some still consider that the

regulation of health protocols carried out by the Civil

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Service Police Unit of Kemayoran District is still not

good. Therefore, it is necessary to make

improvements in elements considered lacking.

The element that has the highest Community

Satisfaction Index value is the indicator of handling

complaints, suggestions, and inputs, with a value of

3.67 and a conversion value of Community

Satisfaction Index of 91.75, which means that the

assessment of the performance of the Kemayoran

Subdistrict Civil Service Police Unit in handling

complaints, suggestions, and input is at the A (Very

Good) predicate level and of course this needs to be

maintained.

Meanwhile, the element with the lowest value, the

Conversion Index Satisfaction Community

Satisfaction Index value, indicates fairness compared

to other elements with a value of 3.12 Society 78.

Although this justice indicator is the lowest than other

elements, the assessment of justice indicators is still at

a reasonable level so that it can be maintained and, if

possible, can be further improved to be able to

improve the public image of the Civil Service Police

Unit better, especially in justice that does not

distinguish groups or community status in cracking

down on violations of health protocols.

CONCLUSION

Based on the results of the research conducted by the

author, the author will explain the conclusions in two

points as follows:

It can be seen in the results of research on the Kebon

Blank Village Community Satisfaction Index on the

regulation of health protocols carried out by Satpol PP

Kemayoran District using nine relevant elements from

the Decree of the Minister of State Apparatus

Empowerment Number 25 of 2004 and Regulation of

the Minister of State Apparatus Empowerment and

Bureaucratic Reform Number 14 of 2017 with a

converted IKM score of 83.82. The figure shows that

activities are running well in line with the adjusted

assessment measures of the Ministerial Regulation

utilization of state Apparatus and Bureaucratic reform

number 14 of 2017.

Some points are pretty influential from the

assessment of the Kebon Blank Village Community

Satisfaction Index on the regulation of health

protocols carried out by the Kemayoran District Civil

Service Police Unit; this can be seen in the element of

justice with the lowest IKM score compared to other

elements but still included in the B (good) predicate.

Therefore, it is appropriate for Satpol PP Kemayoran

Sub-district to be the executor of public servants by

maintaining public order and peace to take action or

services the community provides evenly and fairly.

6 RECOMMENDATIONS

Some suggestions that the author wants to convey to

the Regulation of Health Protocols Carried Out by

Satpol PP Kemayoran District are as follows:

The control of health protocols carried out by the

Civil Service Police Unit of Kemayoran District is

classified as good and, in the future, must continue to

be maintained to get a good image from the

community's point of view.

Justice has the lowest Community Satisfaction

Index value compared to other elements. Therefore,

there needs to be an evaluation of all Civil Service

Police Units related to providing handling that does

not discriminate between communities, especially in

groups, status, and community economy.

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