Melola Discovery

← Melola Discovery

Open access Journal SINTA 1

CONSUMER SATISFACTION INDEX OF FAMILY PLANNING COUNSELORS’ PERFORMANCE IN WEST JAVA PROVINCE

Jurnal Biometrika dan Kependudukan · Vol. 13 No. 2 (2024) · pp. 122–133

DOI
10.20473/jbk.v13i2.2024.122-133
ISSN
2540-8828, 2302-707X
Published
2024-11-06
Publisher
Universitas Airlangga
Language
eng
License
creativecommons.org/licenses/by-nc-sa/4.0

Abstract

Family planning counselors or Penyuluh Keluarga Berencana (PKB) are frontline implementers of the population, family planning, and family development program at the grassroots level. This study aims to know the consumer satisfaction index of the PKB performance of The National Population and Family Planning Board or Badan Kependudukan dan Keluarga Berencana (BKKBN) representative of West Java. The consumer satisfaction index was measured using the Permenpan RI (Regulation of the Minister for Administrative Reform and Bureaucratic Reform of the Republic of Indonesia) Number 14 (2017). The study method is descriptive comparative through a purposive sampling survey using a 9 Likert scale. Based on the study, it is shown that the consumer satisfaction index of the PKB performance in 2018 is 71,89, which is service quality category C, which means underperformance. Based on the service, the timing of service is the lowest index, as much as 0.29, and the average of 2.64. PKB does not utilize the time for counseling and post-service assistance well or tends to be slow. Out of 10 steps of PKB, only 2 indicators are measured as satisfactory, which is the formal figure approach and the monitoring and evaluation of the record and reporting (RR). Hence, it is recommended that the BKKBN to maintain the PKB performance through training and development continually, a guidelines book, and periodic training of the 10 PKB steps, as well as the mapping of the affordability to reach PKB service.

Keywords

Collaboration network of the authors

40 authors · 83 co-authorship links · showing the 40 most connected

Hover or tap a name to highlight its co-authors. Double-click to open the author's page.

  • Universitas Halu Oleo
  • Affiliation unknown
  • Different organisations
  • Same organisation
  • Affiliation unknown
  • Thicker line = more joint articles · bigger circle = more articles
Show as table
Co-authorOrganisationJoint articles
Tjuwati MakmurAffiliation unknown5
Aster RahayuAffiliation unknown2
Harapin HafidUniversitas Halu Oleo1
Firman NasiuUniversitas Halu Oleo1
Nita NitaAffiliation unknown1
Laode Arsad SaniAffiliation unknown1
Maharani MaharaniAffiliation unknown1
Yayah RukoyahAffiliation unknown1
Siti Hijrotul HopiahAffiliation unknown1
Lia NurkhalipahAffiliation unknown1
Syaw NurbillahAffiliation unknown1
Makrina TindangenAffiliation unknown1
Elsje Theodora MaasawetAffiliation unknown1
Rusdy A SirojAffiliation unknown1
Astrid S.W. SumahAffiliation unknown1
Asni JohariAffiliation unknown1
Revis AsraAffiliation unknown1
Kresna FebriyantoAffiliation unknown1
Mohammad JailaniAffiliation unknown1
Waharjani WaharjaniAffiliation unknown1
Fithriady IlyasAffiliation unknown1
Rina DesianaAffiliation unknown1
Joni Aldilla FajriAffiliation unknown1
Lee Wah LimAffiliation unknown1
Maryudi MaryudiAffiliation unknown1
Siti JamilatunAffiliation unknown1
Nafira Alfi Zaini AmrillahAffiliation unknown1
Veranica VeranicaAffiliation unknown1
Uril BahruddinAffiliation unknown1
Umar Abdul AzizAffiliation unknown1
Hamidatul LatifahAffiliation unknown1
Wardahtul JannahAffiliation unknown1
Husniyani HusniyaniAffiliation unknown1
Khairunnisa KhairunnisaAffiliation unknown1
Cut Widya AudinaAffiliation unknown1

Affiliations come from OpenAlex; journal OAI-PMH metadata carries none. Authors without an OpenAlex ID are matched by name, which can merge or split people.

Metadata source: OAI-PMH (metadata jurnal) https://e-journal.unair.ac.id/JBK/oai, first harvested 9 Nov 2026, last seen 9 Nov 2026.
Original metadata (oai_dc) 
<oai_dc:dc xmlns="http://www.openarchives.org/OAI/2.0/" xmlns:dc="http://purl.org/dc/elements/1.1/" xmlns:oai_dc="http://www.openarchives.org/OAI/2.0/oai_dc/" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xsi:schemaLocation="http://www.openarchives.org/OAI/2.0/oai_dc/  http://www.openarchives.org/OAI/2.0/oai_dc.xsd">
	<dc:title xml:lang="en-US">CONSUMER SATISFACTION INDEX OF FAMILY PLANNING COUNSELORS’ PERFORMANCE IN WEST JAVA PROVINCE</dc:title>
	<dc:creator>Suhenda, Dadang </dc:creator>
	<dc:creator>Hutasoit, Evalina Franciska </dc:creator>
	<dc:creator>Ghani, Mochammad Wahyu</dc:creator>
	<dc:creator>Erti, Erti</dc:creator>
	<dc:creator>Nuraini, Nuraini</dc:creator>
	<dc:subject xml:lang="en-US">Performance consumer</dc:subject>
	<dc:subject xml:lang="en-US"> satisfactory index</dc:subject>
	<dc:subject xml:lang="en-US">PKB performance</dc:subject>
	<dc:description xml:lang="en-US">Family planning counselors or Penyuluh Keluarga Berencana (PKB) are frontline implementers of the population, family planning, and family development program at the grassroots level. This study aims to know the consumer satisfaction index of the PKB performance of  The National Population and Family Planning Board or Badan Kependudukan dan Keluarga Berencana (BKKBN) representative of West Java. The consumer satisfaction index was measured using the Permenpan RI (Regulation of the Minister for Administrative Reform and Bureaucratic Reform of the Republic of Indonesia) Number 14 (2017). The study method is descriptive comparative through a purposive sampling survey using a 9 Likert scale. Based on the study, it is shown that the consumer satisfaction index of the PKB performance in 2018 is 71,89, which is service quality category C, which means underperformance. Based on the service, the timing of service is the lowest index, as much as 0.29, and the average of 2.64. PKB does not utilize the time for counseling and post-service assistance well or tends to be slow. Out of 10 steps of PKB, only 2 indicators are measured as satisfactory, which is the formal figure approach and the monitoring and evaluation of the record and reporting (RR). Hence, it is recommended that the BKKBN to maintain the PKB performance through training and development continually, a guidelines book, and periodic training of the 10 PKB steps, as well as the mapping of the affordability to reach PKB service.</dc:description>
	<dc:publisher xml:lang="en-US">Universitas Airlangga</dc:publisher>
	<dc:date>2024-11-06</dc:date>
	<dc:type>info:eu-repo/semantics/article</dc:type>
	<dc:type>info:eu-repo/semantics/publishedVersion</dc:type>
	<dc:format>application/pdf</dc:format>
	<dc:identifier>https://e-journal.unair.ac.id/JBK/article/view/54893</dc:identifier>
	<dc:identifier>10.20473/jbk.v13i2.2024.122-133</dc:identifier>
	<dc:source xml:lang="en-US">Jurnal Biometrika dan Kependudukan; Vol. 13 No. 2 (2024): JURNAL BIOMETRIKA DAN KEPENDUDUKAN; 122-133</dc:source>
	<dc:source>2540-8828</dc:source>
	<dc:source>2302-707X</dc:source>
	<dc:language>eng</dc:language>
	<dc:relation>https://e-journal.unair.ac.id/JBK/article/view/54893/30371</dc:relation>
	<dc:rights xml:lang="en-US">Copyright (c) 2024 Jurnal Biometrika dan Kependudukan (Journal of Biometrics and Population)</dc:rights>
	<dc:rights xml:lang="en-US">http://creativecommons.org/licenses/by-nc-sa/4.0</dc:rights>
</oai_dc:dc>