MarkPlus Survey: People Satisfied With Bareskrim Polri Services

Police Headquarters

JAKARTA - The results of the MarkPlus survey show that the public has a positive attitude towards law enforcement services from the Police Criminal Investigation Agency (Bareskrim).

This MarkPlus survey was conducted in the period 19 November 2020 to 3 December 2020 with 351 respondents. These respondents used Bareskrim's services throughout 2018 to 2020. Deputy Chairman of MarkPlus Taufik said that on the service aspect, service assessments generally received a score of 4.80 which means good.

"The ease of service procedures and the suitability of service time are also considered good with each score of 4.72 and 4.59," Taufik said as quoted by Antara, Friday, January 15 evening.

The survey results also showed that the attitudes and behavior of human resources at Bareskrim were considered the best among other aspects with a score of 5.12. Then followed by the competence of human resources in services of 4.96 and 4.88 supporting facilities and infrastructure.

On the other hand, the results of the survey on public perceptions of performance, culture and communication related to criminal prosecution on 1,502 general respondents online were at 3.75 on a scale of one to six.

Meanwhile, MarkPlus Founder and Chairman Hermawan Kartajaya added that the general public perception of Criminal Investigation by Bareskrim scores lower when compared to the service satisfaction felt by Bareskrim service users.

This, he said, shows that there is a difference between what is felt by the community who gets the service and what is perceived in general.

"The gap between public perceptions in general and those of service users should be balanced or higher. Because if public perceptions are lower, it means that Bareskrim needs to increase publications related to performance and innovations that have been made," said Hermawan Kartajaya.

Hermawan said communication to build public perceptions regarding criminal action needs to be improved again by Bareskrim considering that public perception, especially in the digital era, greatly affects the image of an agency.

The public who have not experienced the service from Bareskrim will certainly have a different perception compared to those who have received the service so that this can be used as an evaluation of Bareskrim's future performance.