Measuring The Citizen Satisfaction of Bandung Using Benefit Performance Index and Principal Component Regression

Abstract

Purpose of this study is to provide information on the quality aspects of the development of Bandung. This was
achieved by constructing a satisfaction index as an indicator of managerial navigation. The increase in the total index
requires identification of the specific problem in the area of development. The Correspondence Analysis has been
classified the development area into 4 areas so that the necessary treatment is different for each area of development.Pilot
survey of 540 people using CIT approach produces 1398 incident ( citizens concern). The principal Component Analysis
procedure resulted in 45 aspects about quality according to citizens lens. The main survey was performed using Multi
Stage Stratified random sampling design with margin of error 5.2% and a confidence level of 95%.
The Mayor Performance Index score is 73.37%. refering to the KEP / 25 / M.PAN / 2/2004. the score is almost reached
EXCELLENT category. Research in four areas result Clustering analysis shows that the correspondent has a specific
development problems in each area. Objects improvements focus on weak points and competitive advantages that have
performance scores 75 or less. Strategic recommendations are given for the four areas. Mayor Performance Index score is
73.37%. referring to the KEP / 25 / M.PAN / 2/2004 Score is almost reached category EXCELLENT.Research in four
areas (the results of clustering using Correspondent Analysis) shows that the problems of development in every area has
its peculiarities. Objects of improvements is focused on weak points and competitive advantages that have performance
scores 75 or less. Strategic recommendations are given for the four areas.
Keywords: Critical incidence Technique. Principal Component Regressions Analysis. Correspondence Analysis.
Customers Satisfaction Index