SATISFACTION OF THE FARMING COMMUNITY TOWARDS THE PERFORMANCE OF AGRICULTURAL EXTENSION SERVICE: A CASE STUDY IN BENJENG SUBDISTRICT OF REGENCY, INDONESIA

Nowadays, there are still many common weaknesses in the public service that is run by the government officials, so it has not met the quality expected by the public. It is indicated by the presence of public complaints submitted from the mass media, which can give an unfavorable image to the government. Therefore, people‟s satisfaction with public services need to be measured through the Decree of the Minister of Administrative Reform (KEMENPAN) No. KEP/25M.PAN/2/2004 24, 2004) on General Guidelines for the Arrangement of Community Satisfaction Index of Government Agencies Service Unit. This study is conducted in Benjeng Subdistrict, as one of the sub district in Gresik Regency with a vast area of farm land and high production of rice. The sample of this study is taken by purposive method from the administrator of farmer groups from each group in Benjeng Subdistrict. The measurement of the Community Satisfaction Index is done by calculating an index of 14 indicators of adoption result from KEMENPAN 2004. The result of this study shows that the community in Benjeng Subdistrict is satisfied with the agricultural extension services provided by BP3K of Benjeng Subdistrict with a point of 79.00 and grade B for the service quality. There are 12 factors that support the satisfaction and 2 factors that inhibit the satisfaction. Increasing the effectiveness of teamwork implementation with other parties and reproduces plot need to be done in order to maintain and increase the community satisfaction.

The implementation of public services is still faced with conditions that are not in accordance with the needs and changes in various fields of life in the community, nation, and state. The government in the public service reformation era has attempted to improve the public service quality by issuing public satisfaction measurement instrument, or in standard term, the general guidelines for compiling the community satisfaction index of government agency service units. It is written in the Decree of the Minister of Administrative Reform No. KEP/25M.PAN/2/2004 (Date: February 24, 4004) concerning the General Guidelines for the Arrangement of Community Satisfaction Index of Government Agency Service Units. This regulation instructs the regional government or agency to assess how much satisfaction the community has with the services that are provided.
Extension, as a part of an effort to educate the nation and promote public welfare, is included as human right for Indonesian citizens. The government is obliged to provide extension services in the field of agriculture, fisheries, and forestry. The purpose of agricultural extension is to change the main behavior of business actors through increasing their knowledge, skills, attitudes, and motivations (Ministry of Agriculture, 2009). Government extension institutions are mentioned in the Law Number 16 of 2006 concerning the Agricultural, Fisheries, and Forestry Extension System. At the provincial level, the agency is in the form of Extension Coordination Board; at the regency or city level, the agency is in the form of Extension Handling Agency, and at the Subdistrict level it is in the form of Extension Center.
The Extension Center of Agriculture, Fisheries, and Forestry (BP3K) is an extension implementer and the Regional Government Operational Technical Implementation Unit in the Field of Agricultural, Fisheries, and Forestry Extension that supports agricultural, fisheries, and forestry development programs both at central and regional levels. The effectiveness of the implementation of agricultural extension in Benjeng"s BP3K Working Area can be measured through the level of satisfaction of the farming community in obtaining services from the field instructor.
The satisfaction of the farmers community towards the agricultural extension services held by the BP3K in Benjeng Subdistrict is very dependent on the performance provided by the field agriculture instructors. Therefore, it is necessary to study how the performance of the field instructors in providing services to the farming community.
Based on the research problems above, this study aims to calculate the index of satisfaction of the farmer community towards agricultural extension services by BP3K in Benjeng Subdistrict, identify factors that support and inhibit the satisfaction, and provide alternative measures that can be applied. Kotler (2005) argues that satisfaction is a feeling of pleasure or disappointment of someone who appears after comparing between his perceptions or impressions of the performance or results of a product and expectations of satisfaction. Satisfaction is a function of perception or impression of performance and expectations. If the performance is below expectations, the customer would not be satisfied. If the performance meets the expectations, customers would be satisfied. If the performance exceeds the expectations, customers would be very satisfied or happy.

LITERATURE REVIEW
Community satisfaction toward the government service performance needs to be continuously measured and compared. One way that can be done to measure community satisfaction with government services is by using the Community Satisfaction Index. The  Service procedure;  Service requirements;  Clarity of service personnel;  Discipline of service personnel;  Responsibility of service personnel;  Speed of service;  Fair service;  Courtesy and friendliness of servers or officers;  Fairness of service fees;  Certainty of service fees;  Certainty of service schedule;  Environmental comfort;  Service security. Agricultural extension is a policy tool that can be used by the government to encourage agricultural development. The main task of agricultural extension agents is to carry out agricultural extension activities to develop farmers" ability to master, utilize, and apply new technologies, so that they are able to work better, earn bigger profit, and foster a more prosperous family by farming. The main tasks of the extension agents are: The hypotheses proposed in this study are as follows:  It is suspected that the farming community in Benjeng Subdistrict is satisfied with the agricultural extension services done by the BP3K of Benjeng Subdistrict;  It is assumed that the indicators of ease of procedure, extension requirements, clarity of agents, accuracy of schedules, responsibilities of agents, agents" ability, agents" responsiveness, service justice, courtesy of agents, material suitability, and the presence of extension agents in meetings become a factor that supports the satisfaction of farmer community with agricultural extension services done by BP3K of Benjeng Subdistrict.

METHODS OF RESEARCH
This study is conducted using qualitative method. The data collection is done by indepth interviews in order to obtain systematic data and information collection about a very specific particular problem. The location of this study is in Benjeng Subdistrict, Gresik Regency that is done purposively, considering that Benjeng Subdistrict, Gresik Regency is an area with the majority of the people work in agriculture and most of the land are used for agricultural purposes. The samples are also chosen purposively, by taking the management of farmer groups in the Subdistrict with the amount of 80 samples.
The value of Community Satisfaction Index (CSI) is calculated using "weighted average value" of each service element. To obtain the service units of the community satisfaction index (CSI), the weighted average value approach is used. In order to ease the interpretation of the CSI assessment, which is between 25 to100, the results of the assessment above are converted with a base value of 25.
Since the service units have different characteristics, it is possible for each service unit to: add elements that are considered relevant; give different weights to 14 (fourteen) dominant elements in the service unit, as long as the number of weights of all elements is 1.

RESULTS AND DISCUSSION
Based on the measurement toward 14 service indicators, the calculation result of Community Satisfaction Index (CSI) of agricultural extension service in Benjeng Subdistrict is obtained. It refers to the data processing of the Community Satisfaction Index per service indicator (data on the Appendix), which is presented in Table 2 as follows: To ease the interpretation for the CSI assessment, which is between 25 to100, the total results of CSI Conversion value is converted with the base value of 25.
The Agricultural, Fisheries, and Forestry Extension Services of Benjeng Subdistrict is adjusted with a categorization of service quality based on the index shown in Table 3 as follows:  Based on the categorization of service quality in Table 3 above, the Agricultural, Fisheries, and Forestry Extension Center of Benjeng Subdistrict obtained the CSI Conversion Interval Value of 79.00. The service unit performance of Agricultural, Fisheries, and Forestry Extension Center of Benjeng Subdistrict is in the "B" grade with "GOOD" category, and the farming community in Benjeng Subdistrict is satisfied with the service that is provided. The supporting and inhibiting factors that affect the satisfaction of the farming community toward agricultural extension services in BP2K of Benjeng Subdistrict are: Supporting factors: Ease of extension procedures; No extension requirements; Delivery of clear information by extension agents; Timeliness of extension schedules; Very responsible extension agents; Competent extension agents; Responsive extension agents; Fair services in getting extension services; Compatibility of the material with the needs of the farming community; Agents" presence at every farmers" meeting/event.
Inhibiting factors: Lack of demonstration plots and extension equipment; Lack of effective cooperation with other parties, such as follow-up of cooperation that has not been fully implemented; Lack of intensity of extension visits.
The alternative efforts that can be applied from the problems and conditions in order to maintain and increase the satisfaction of the farming community towards the performance of agricultural extension in the BP3K of Benjeng Subdistrict from the 14 indicators that have been discussed is explained in Table 4.

CONCLUSION
From the results and discussion of the study about the analysis of Farming Community Satisfaction Index on the performance of agricultural extension services in BP3K of Benjeng Subdistrict, it can be concluded that the service that has been provided by the government apparatus, in which the extension agents in this study have been running well. The farming communities are also satisfied with the service, which also shown from 12 service indicators that are considered good with "B" grade for the service quality.
The supporting and inhibiting factors that affect the satisfaction of the farming community toward the agricultural extension service in BP3K of Benjeng Subdistrict are: Supporting Factors:  Ease of extension procedures;  No extension requirements;  Delivery of clear information by extension agents;  Timeliness of extension schedules;  Very responsible extension agents;  Competent extension agents;  Responsive extension agents;  Fair services in getting extension services;  Compatibility of the material with the needs of the farming community;  Agents" presence at every farmers" meeting/event.
Inhibiting Factors:  Lack of demonstration plots and extension equipment;  Lack of effective cooperation with other parties, such as follow-up of cooperation that has not been fully implemented;  Lack of intensity of extension visits.
The alternative efforts that can be done by the BP3K of Benjeng Subdistrict to maintain and increase the satisfaction of the farming community toward the performance of agricultural extension service based on 14 indicators that have been tested is by maintaining the service performance from 11 indicators that have been assessed good by the farming community, and carry out performance improvement toward 3 indicators with low score given by the community.