CENTER FOR SEEDING AND PROTECTION OF PLANTATION BBPPTP SURABAYA IN THE PERSPECTIVE OF FARMERS’ SERVICE AND SATISFACTION

Abstract

This research was conducted at the Surabaya Plantation Park Seed and Protection Center (BBPPTP). The research objectives are: (1) to analyze the value of the level of farmer satisfaction with the service performance of BBPPTP Surabaya; (2) to take inventory and analyze the extent to which the level of conformity between the performance of public services and the level of importance affects the performance of BBPPTP Surabaya services against the perspective of farmer satisfaction. Methodology, the method of determining the sample usingthe Krejcie and Morgan table; the data collection method is the interview method with the help of a questionnaire, methodsdata analysis used is Analysis of Importance Performance Analysis (IPA) and Cartesian Diagram. Research Results: (1) Overall farmers in East Java are satisfied with the services provided by BBPPTP Surabaya. (2) The results obtained show that the suitability level of the 9 attributes has not yet reached 100 percent, except for the completion time of work and infrastructure which has reached 100 percent. This can be explained that the services provided by BBPPTP Surabaya have not met all the expectations of farmers. Therefore, BBPPTP Surabaya must make continuous improvements, find out what farmers want and improve their performance so that farmers' expectations are fulfilled and satisfied. The high level of conformity is the attribute of service completion time and infrastructure, while the lowest is the attribute of handling complaints.

Keywords

• analysis
• performance
• service
• satisfaction