Tujuan penelitian ini adalah untuk mengetahui kualitas pelayanan Organisasi Perangkat Daerah dibawah naungan Bupati diKabupaten Bulungan yang diukur berdasarkan kepuasan masyarakat dengan menggunakan Indeks Kepuasan Masyarakat (IKM) dengan metode analisis diagram kartesius.. Penelitian ini merupakan jenis penelitian deskriptif kualitatif dengan menggunakan analisis Indeks Kepuasan Masyarakat dengan hasil desain dalam bentuk angka. Penelitian dilakukan di kabupaten Bulungan terkhusus di kecamatan Tanjung Selor Hilir. Teknik sampel yang digunakan adalah teknik Accidental sampling (secara kebetulan). Teknik pengumpulan data dilakukan dengan teknik dokumentasi, dan kuesioner. Hasil penelitian menunjukkan bahwa nilai Indeks Kepuasan Masyarakat (IKM) untuk pelayanan Instansi Pemerintah di Kabupaten Bulungan dibawah naungan bupati adalah 3,23 dengan angka konversi sebesar 80,75. Maka kinerja kualitas pelayanan publik berada dalam kategori mutu pelayanan Kurang Baik. Berdadsarkan pemetaan dalam analisis diagram kartesius menunjukan, kualitas pelayanan Instansi yang harus di pertahankan ada pada kuadran II yaitu : DPMPTSP, Dinas Ketahanan Pangan, Badan Pengelolaan Keuangan dan Aset Daerah, Disdukcapil, Badan Pengelolaan Pajak dan Retribusi, Dinas Lingkungan Hidup dan Perhubungan, Dinas Pendidikan, Disperindagkop, Dinas Pendidikan, Dinas Pertanian, Dinas Prikanan, Badan kepegaian dan pengembangan SDM, Dinas Pemberdayaan Masyrakat dan Desa, Dinan Arsip dan Perpustakaan, Dinas Perhubungan, Dinas Kesehatan. Dalam kuadran II ini nilai (Kinerja) dan Y(harapan) nya tinggi, kualitas pelayanan yang diberikan telah dilaksanakan dengan sangat baik dan harus dipertahankan. Adapun instansi yang perlu di evaluasi atau di benahi terdapat pada kuadran I diantaranya : Dinas Sosial, Inspektorat. Dalam kuadran ini nilai (Kinerja) Rendah dan (Harapan) Tinggi, maka instansi yang termasuk dalam kuadran I ini harus memperbaiki tingkat pelayanan kepada masyarakat agar menjadi lebih baik.



Kata Kunci : Kepuasan Masyarakat, Kualitas Pelayanan, Pelayanan Publik

The purpose of this study was to determine the level of satisfaction over the public services in Bulungan Regency. The mapping was carried out to compare the level of public expectation and the performance of services there, using a Cartesian diagram. The results showed that the Community Satisfaction Index (IKM) in the regency is 3.23 with a conversion rate of 80.75%, in the category of Poor Service Quality. Based on indicator mapping, the best service indicator is quadrant II; it covers employees' competence, the service time, the Service Officer Implementation Competence, Documentary / File Security. The services that need to be improved are those of Quadrant I, including Maximum Service, Employee's Behavior in Service, Safe and Clean Place. It means those services in Q2 should be maintained to benefit the public, but those of Q1 have to be improved, so that the public will feel a satisfaction on their performance. Therefore, the government bureaucracy must improve the quality of their services. The mapping on the Regional Apparatus Organizations (OPD) indicates that most of the public servants in the regency have high perception and expectation scores; only 2 services need to be evaluated. As seen in the data, the best OPDs are in Q2, meaning that their expectations and performance are high; they include DPMPTSP, Environmental Service, Agency of Industry, Trade and Cooperative, Population and Civil Registration Service, Tax and Levy Management Agency, Education Office, Regional Financial and Asset Management Agency, Agriculture Service, Fisheries Service, Agency for Personnel and Human Resources Development, Department of community and village empowerment, Department of Archives and Libraries, Department of Transportation, Department of Health. Meanwhile the OPD that must be evaluated are in Q1; they are Social Service, and Inspectorate. At Q2, the community perceive a high level of Performance and Expectations, meaning that the services there have been carried out very well. For this quadrant, the quality of their services must be kept. Meanwhile the agencies in Q1 need to improve since the public's high expectation only finds a low performance in the services. Thus, the government should prioritize the level of service quality in these agencies.