JELITA, Syela Fahma and Warsito, Budi and Syafei, Wahyul Amien (2026) SISTEM PENDUKUNG KEPUTUSAN EVALUASI PELAYANAN PUBLIK MENGGUNAKAN METODE ANALYTICAL HIERARCHY PROCESS DAN MODIFIED SIMPLE ADDITIVE WEIGHTING. Masters thesis, UNIVERSITAS DIPONEGORO.

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Abstract

Penelitian ini bertujuan untuk mengevaluasi kualitas pelayanan publik melalui pendekatan sistem pendukung keputusan dengan mengintegrasikan metode Analytical Hierarchy Process (AHP) dan Modified Simple Additive Weighting (MSAW). Penelitian dilakukan pada sebuah instansi pelayanan publik dengan melibatkan pengguna layanan. Penilaian kualitas pelayanan didasarkan pada sembilan kriteria, yaitu persyaratan, prosedur, kecepatan pelayanan, biaya pelayanan, produk layanan, kompetensi petugas, perilaku petugas, sarana dan prasarana, serta penanganan pengaduan. Data dikumpulkan menggunakan kuesioner dengan skala Likert empat poin dan dianalisis secara bertahap menggunakan metode AHP untuk menentukan bobot kepentingan kriteria dan metode MSAW untuk menghitung nilai preferensi pelayanan publik. Hasil pengolahan data menunjukkan bahwa bobot kriteria tertinggi terdapat pada aspek biaya pelayanan dan penanganan pengaduan, yang mencerminkan tingkat kepentingan tinggi terhadap transparansi biaya dan responsivitas dalam menangani keluhan masyarakat. Perhitungan nilai preferensi menggunakan metode MSAW menghasilkan nilai indeks pelayanan publik sebesar 0,9382, yang mengindikasikan bahwa kualitas pelayanan berada pada kategori sangat baik. Integrasi metode AHP dan MSAW terbukti mampu memberikan evaluasi pelayanan publik secara objektif, sistematis, dan terukur, sehingga dapat dijadikan sebagai alat bantu yang efektif bagi pengambil keputusan dalam meningkatkan mutu pelayanan publik secara berkelanjutan.
Kata kunci: Pelayanan Publik, Sistem Pendukung Keputusan, Analytical Hierarchy Process, Modified Simple Additive Weighting

This study aims to evaluate the quality of public services by applying a decision support system approach that integrates the Analytical Hierarchy Process (AHP) and Modified Simple Additive Weighting (MSAW) methods. The research was conducted at a public service institution and involved service user. The evaluation of public service quality was based on nine criteria, namely service requirements, procedures, service speed, service costs, service products, staff competence, staff behavior, facilities and infrastructure, and complaint handling. Data were collected through a questionnaire using a four-point Likert scale and analyzed in stages, where the AHP method was employed to determine the relative importance weights of the criteria, and the MSAW method was used to calculate the preference value of public service performance. The results indicate that the highest criterion weights were found in service costs and complaint handling, reflecting the high importance of transparency and responsiveness in public service delivery. The MSAW calculation produced a total preference value of 0.9382, indicating that the overall quality of public services is classified as very good. The integration of the AHP and MSAW methods proved to be effective in providing an objective, systematic, and measurable evaluation of public service quality. Therefore, the proposed decision support system can serve as a reliable tool for decision-makers in evaluating and continuously improving public service performance.
Keywords: Public Service, Decision Support System, Analytical Hierarchy Process, Modified Simple Additive Weighting

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