Performance assessment of the technical agency in the issuance of building worthiness certificates (SLF) in Kotabaru Regency

The Building Worthiness Certificate (Sertifikat Laik Fungsi/SLF) is an important instrument for ensuring that buildings comply with safety, health, comfort, and accessibility requirements before being occupied. However, the issuance service of SLF in Kotabaru Regency still faces various challenges that may affect service performance. This research evaluates user satisfaction and determines service attributes that should be prioritized for performance enhancement. Data was gathered using a quantitative research design, and consultants involved in the SLF issuing process were given questionnaires. The Customer Satisfaction Index (CSI) was used to gauge user satisfaction, and Importance Performance Analysis (IPA) was used to establish service development priorities. The findings show that respondents generally expressed satisfaction with the services provided, with CSI values of 75.38% for productivity, 79.56% for responsiveness, and 78.70% for responsibility. The IPA results reveal that the priority attributes requiring performance improvement are certainty of service stages, timeliness of service completion, speed of service delivery, staff responsiveness, and the role of Building Inspectors. Interviews and field observations identified several major issues, including the complexity of service procedures, technical constraints, limited human resources, insufficient coordination with applicants, and budget limitations. The recommended strategies include simplifying the presentation of service standard operating procedures (SOPs), strengthening SOP implementation, improving service coordination and responsiveness, and enhancing the role of Building Inspectors through increased human resources and budget support. The validation results confirm that these strategies are consistent with field conditions and can be implemented to improve the quality of SLF issuance services in Kotabaru Regency.