Article Sidebar

Submitted
December 29, 2025
Published
March 30, 2026
Download
pdf
Statistic
Read Counter : 0 Download : 0

Main Article Content

Abstract

This study aims to evaluate public satisfaction with the InaRISK application as a national disaster risk information system developed by the National Disaster Management Agency (BNPB). The research is a continuation of a previous study using the same measurement instrument, enabling a longitudinal comparison of service quality. The study applies the Public Satisfaction Index (Indeks Kepuasan Masyarakat/IKM) method based on the Regulation of the Ministry of Administrative and Bureaucratic Reform Number 14 of 2017, which measures nine service elements. Data were collected through an online questionnaire distributed via Google Forms to 2,448 respondents who participated in the InaRISK application socialization webinar in 2025. The results show that the Public Satisfaction Index in 2025 reached 84.54, categorized as “Good”, which indicates an improvement compared to the previous study that obtained a score of 83.46. Among the evaluated service elements, service procedures obtained the highest score and was categorized as “Very Good”, while response speed remained in the “Less Good” category. These findings indicate that the overall quality of InaRISK digital services has improved, although improvements in service responsiveness are still necessary to enhance user satisfaction more evenly. This study contributes to the evaluation of digital public services in disaster management systems through a longitudinal measurement approach.

Keywords

digital public services InaRISK application Public Satisfaction Index user satisfaction

Article Details

Creative Commons License

This work is licensed under a Creative Commons Attribution 4.0 International License.

References

  1. Anjaswari, L. E., & Irmanda, H. N. (2021). Sistem Informasi Survei Kepuasan Masyarakat Terhadap Pelayanan Publik di Kecamatan Metro Pusat Berbasis Web. Informatik : Jurnal Ilmu Komputer, 17(2), 132–141. https://ejournal.upnvj.ac.id/informatik/article/view/3468
  2. Caruana, E. J., Roman, M., Hernández-Sánchez, J., & Solli, P. (2015). Longitudinal studies. Journal of Thoracic Disease, 7(11), E537–E540. https://doi.org/10.3978/j.issn.2072-1439.2015.10.63
  3. Fadlilah, N., Kristanto, T., & Alhari, M. I. (2025). Analisis Tingkat Kepuasan Masyarakat terhadap Pelayanan Service Desk Berdasarkan Indeks Kepuasan Masyarakat (IKM) di Dinas Komunikasi dan Informatika Kota Surabaya. JIPI (Jurnal Ilmiah Penelitian Dan Pembelajaran Informatika), 10(2), 1168–1177. https://doi.org/10.29100/jipi.v10i2.6136
  4. Kenneth C. Laudon, & Jane Price Laudon. (2020). Management Information Systems: Managing the Digital Firm (16th, berilustrasi ed.). Pearson. https://books.google.co.id/books/about/Management_Information_Systems.html?hl=id&id=SZSpxAEACAAJ&redir_esc=y
  5. Kurnia, N., Gunawan, G., Subhan, A., Septian, M. R., & Tania, R. (2025). Regional Expenditure and Public Satisfaction: A Study in Banten Province (2021–2024). Jurnal Manajemen Pelayanan Publik, 9(3), 691–709. https://doi.org/10.24198/jmpp.v9i3.63016
  6. Lestari, A., Anastasya, A. P., Iqbal, M., Ramadhan, O. O., Sholikhah, K., & Nugraha, J. T. (2024). Survei Tingkat Kepuasan Masyarakat terhadap Aplikasi Magelang Smart Service sebagai Upaya Peningkatan Layanan E-Government. Jurnal Mahasiswa Administrasi Negara (JMAN), 08(01), 1–11.
  7. Mustamin, Nazwin, A. H., M. Wahyullah, & Asriani. (2025). Analisis Indeks Kepuasan Masyarakat (IKM) Terhadap Kualitas Pelayanan Pada PT. PLN (Persero). Valid: Jurnal Ilmiah, 22(2), 173–184. https://doi.org/10.53512/valid.v22i2.525
  8. Peringki, Soleh, A., & Fitriano, Y. (2024). Analisis Indek Kepuasan Masyarakat Terhadap Pelayanan Publik Pada Dinas Penanaman Modal Dan Pelayanan Terpadu Satu Pintu Kabupaten Bengkulu Selatan. Tractare Jurnal Ekonomi-Manajemen, 7(1), 63–72. https://doi.org/10.62820/trt.v7i1
  9. Sariasih, F. A., & Dewi, Y. N. (2018). Pengukuran Tingkat Kepuasan Pengguna Internet Non-Nasabah terhadap Website Bank Negara Indonesia (BNI) dengan Webqual4.0. Cki On Spot, 11(2), 106–118. https://jurnal.stikomcki.ac.id/index.php/cos/article/view/42
  10. Sariasih, F. A., Prayitno, E., Bahri, C., Armelsa, D., & Mutia, F. (2023). Evaluasi Aplikasi Inarisk Menggunakan Indeks Kepuasan Pengguna Berdasarkan Peraturan Menteri Pendayagunaan Aparatur Negara Dan Reformasi Birokrasi Nomor 14 Tahun 2017. KESATRIA: Jurnal Penerapan Sistem Informasi (Komputer & Manajemen), 4(3), 744–755.
  11. Setyohadi, D. P. S., Chairina, R. R. L., Rachmanita, R. E., Riskiawan, H. Y., Putra, D. E., & Firgiyanto, R. (2023). Analisis Survei Kepuasan Masyarakat terhadap Pelayanan Publik Bidang Sosial di Kabupaten Jember. AKSIOLOGI : Jurnal Pendidikan Dan Ilmu Sosial, 3(2), 25–38. https://doi.org/10.xxxxx/xxxxx
  12. Siregar, H., & Jaya, I. (2023). IKM dalam Pelayanan Publik Bidang Pemberdayaan Masyarakat dan Kesejahteraan Sosial Kantor Kelurahan Langkai. Jurnal Administrasi Publik (JAP), 9(1), 60–70.
  13. Suarsana, I. K., Putra, I. G. J. E., & Paramitha, A. A. I. I. (2023). Rancang Bangun Sistem Pengukuran Indeks Kepuasan Masyarakat (IKM) Berbasis Web di Pemerintah Kabupaten Badung. JINTEKS (Jurnal Informatika Teknologi Dan Sains), 5(4), 618–625. https://jurnal.uts.ac.id/JINTEKS/article/view/3385
  14. Sururi, A. (2019). Mengukur Indeks Kepuasan Masyarakat (IKM) terhadap Pelayanan Publik pada Organisasi Sektor Publik Kelurahan. JURNAL NATAPRAJA: Kajian Ilmu Administrasi Negara, 7(1), 105–120. https://doi.org/https://doi.org/10.21831/jnp.v7i1.24769
  15. Survei Kepuasan Masyarakat (SKM) Direktorat Sistem Manajemen Investasi Triwulan II Tahun 2025. (2025, October 1). Https://Djpb.Kemenkeu.Go.Id/Direktorat/Smi/Id/Data-Publikasi/Laporan-Hasil-Survey-Layanan/251-Survei-Kepuasan-Masyarakat-Skm-Direktorat-Sistem-Manajemen-Investasi-Tw-Ii-Tahun-2025.Html?Utm_source=chatgpt.Com.
  16. Wahyudi, Y. I., Zainal, N. H., & Afrisal, A. F. (2024). Indeks Kepuasan Masyarakat Terhadap Pelayanan Perizinan Berbasis Aplikasi OSS Di Dinas Penanaman Modal Dan Pelayanan Terpadu Satu Pintu Kabupaten Pinrang. Publician: Journal of Public Service, Public Policy, and Administrastion, 3(1), 44–50. https://doi.org/10.56326/jp.v3i1.4135
  17. Widagdhaprasana, M., Sukarno, A. W., & Suci, P. L. N. (2025). Menuju Pelayanan Digital Berkualitas: Survei Persepsi Masyarakat terhadap Pelayanan Digital Pemerintah Kota Yogyakarta Tahun 2024. Jurnal ISO: Jurnal Ilmu Sosial, Politik Dan Humaniora, 5(1), 15. https://doi.org/10.53697/iso.v5i1.2274
  18. Yulianita, I., Zunaidi, R. A., & Putra, P. S. (2024). Analisis Tingkat Kepuasan dan Loyalitas Pengguna pada Prototype Aplikasi ITTS-Mart dengan Menggunakan Model E-Servqual. Jurnal Teknologi Sistem Informasi Dan Aplikasi, 7(2), 737–751. https://doi.org/10.32493/jtsi.v7i2.38974