Prioritas Kebijakan Publik dalam Peningkatan Fasilitas Pasar Rakyat Berbasis Kepuasan Pengunjung

Sitti Rabiatul Wahdaniyah Herman

doi:10.22487/peweka.v5i2.141

Authors

Sitti Rabiatul Wahdaniyah Herman Program Studi PPI, Fakultas Usluhuddin dan Adab, UIN Datokarama Palu, Indonesia

DOI:

https://doi.org/10.22487/peweka.v5i2.141

Keywords:

Public Market, Public Policy, Visitor Satisfaction, Customer Satisfaction Index, Importance Performance Analysis

Abstract

Public markets constitute a form of public-service infrastructure whose continued performance is shaped by facility quality, comfort, safety, and the responsiveness of government to user needs. This study assessed visitor satisfaction at Malonda Public Market, identified facilities requiring priority improvement, and converted the findings into evidence-based public policy considerations by combining the Customer Satisfaction Index (CSI), performance-importance gap analysis, and Importance Performance Analysis (IPA). The survey involved 132 visitors who rated ten facility attributes on a five-point Likert scale. The instrument demonstrated good reliability for satisfaction (α=0.835) and importance (α=0.839). The CSI reached 51.63%, indicating a moderately satisfied category, although substantial service deficits remained in sanitation facilities. Toilet location (gap -2.56) and the number of toilets (-2.36) fell within Quadrant I, while waste-bin availability (-1.36) remained a key sanitation concern because it showed the third-largest negative gap. The findings suggest that market-improvement policy should first address sanitation, followed by security, accessibility, and emergency preparedness, with user perceptions incorporated into budgeting priorities and service evaluation.

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