Deputy Chairman MarkPlus: Masyarakat Apresiasi Pelayanan Terbaik Bareskrim
JURNALJATENG.ID, JAKARTA – Berdasarkan survei yang dilakuan oleh MarkPlus, masyarakat menilai positif terhadap pelayanan penegakan hukum dari Badan Reserse Kriminal (Bareskrim) Polri. Dalam survei itu, Markplus menemukan gambaran kepuasan masyarakat terhadap korps reserse Polri ini.
Deputy Chairman MarkPlus, Taufik membeberkan, survei ini dilakukan periode 19 November 2020 hingga 3 Desember 2020 dengan 351 responden yang memang menggunakan layanan Bareskrim sepanjang 2018 hingga 2020.
Menurut Taufik, pada aspek layanan, penilaian pelayanan secara umum mendapat nilai 4,80 yang berarti baik.
“Kemudahan prosedur pelayanan dan kesesuaian waktu pelayanan juga dinilai baik dengan masing-masing skor 4,72 dan 4,59,” kata Taufik dalam konferensi pers hasil survei secara virtual, Jumat (15/1).
Hasil survei juga menunjukan sikap dan perilaku SDM di Bareskrim dinilai paling baik diantara aspek lainnya dengan skor 5,12. Diikuti oleh kompetensi SDM dalam pelayanan sebesar 4,96 dan sarana prasarana pendukung layanan 4,88.
Di sisi lain, hasil survei persepsi publik terhadap kinerja, budaya, dan komunikasi terkait penindakan kriminal pada 1.502 responden umum secara online berada pada angka 3,75 dari skala satu sampai enam.
Founder and Chairman MarkPlus Hermawan Kartajaya menambahkan, persepsi publik secara umum terhadap penindakan kriminal oleh Bareskrim mendapat skor lebih rendah jika dibandingkan dengan kepuasan pelayanan yang telah dirasakan oleh pengguna layanan Bareskrim.
Hal ini, kata dia, menunjukan adanya gap antara apa yang dirasakan masyarakat yang mendapatkan pelayanan dengan yang dipersepsikan secara umum.
“Gap antara persepsi publik secara umum dengan yang dirasakan pengguna layanan seharusnya seimbang atau lebih tinggi. Karena jika persepsi publik lebih rendah artinya Bareskrim perlu meningkatkan publikasi terkait kinerja dan inovasi yang sudah dilakukan,” ungkap Hermawan Kartajaya.
Hermawan mengatakan, komunikasi untuk membangun persepsi publik terkait penindakan kriminal perlu ditingkatkan lagi oleh Bareskrim, mengingat persepsi publik khususnya di era digital sangat berpengaruh terhadap image suatu instansi.
Publik yang belum merasakan pelayanan dari Bareskrim tentunya akan memiliki persepsi yang berbeda dibandingkan dengan yang sudah mendapatkan pelayanan. Sehingga hal tersebut bisa menjadi bahan evaluasi kinerja Bareskrim kedepannya.
(SFK/JJID)
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