International Journal of Academic Management Science Research (IJAMSR)   Year: 2023 | Volume: 7 | Issue: 8 | Page No.: 1-8 Analysis of Customer Satisfaction Index and Importance Performance Analysis and Ordinal Logistic Model Approach to Electronic Identity Card (E-KTP) Administration Services at Dispendukcapil Sidoarjo Download PDF Ardi Kurniawan, M. Fatkhul Huda, Elly Ana, Sediono, Elly Pusporani Abstract: The Department of Population and Civil Registry (Dispendukcapil) of Sidoarjo Regency is a place of information regarding accurate basic population data services, especially in making E-KTP. However, these services still need improvement, which can cause dissatisfaction in the community. Therefore, this study aimed to analyze the level of public satisfaction with the service for making E-KTP and to find out the factors that influence service satisfaction. The methods used in this research are Customer Satisfaction Index (CSI), Importance Performance Analysis (IPA), and ordinal logistic regression to analyze community satisfaction. The data was taken directly from the people who managed the E-KTP service, as many as 120 respondents. Based on the results of the analysis, the satisfaction level of the E-KTP service at the Sidoarjo Population and Civil Registry Office was obtained at 84.613%, which means that the people who manage the E-KTP service at the Sidoarjo Population and Civil Registry Office are very satisfied with the service. Furthermore, by using the IPA method, 6 attributes are included in quadrant I, 4 attributes are included in quadrant II, 5 attributes are included in quadrant III, and 5 attributes are included in quadrant IV. The factor that influence the satisfaction of the E-KTP service is the variable reliability with the results of the classification accuracy of the model estimate of 79,167%.