Kualitas Pelayanan E-KTP Oleh Unit Pelkasana Teknis Dinas Kependudukan Dan Pencatatan Sipil Kota Pekanbaru

Razak, Abdul (2020) Kualitas Pelayanan E-KTP Oleh Unit Pelkasana Teknis Dinas Kependudukan Dan Pencatatan Sipil Kota Pekanbaru. Other thesis, Universitas Islam Riau.

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Abstract

THE QUALITY OF E-KTP SERVICE BY THE TECHNICAL IMPLEMENTATION UNIT OF THE CITY POPULATION AND CIVIL REGISTRATION OFFICE PEKANBARU ABSTRACT The purpose of this study was to determine the quality of E-KTP services in the Technical Implementing Unit of Population and Civil Registration Department in Marpoyan Damai District and also to find out the inhibiting factors that affect the E-KTP service in the Technical Implementing Unit of Population and Civil Registration Department Marpoyan Damai District. This type of research is quantitative descriptive research type, which describes the actual situation of what is available at the time of research by collecting data and clarifying it so that an analysis of the problems can be obtained. The research location in this study will be done by the office of the Technical Implementation Unit of the Population and Civil Registration Office of Marpoyan Damai District, Pekanbaru. The research sample of employees in the Department of Population and Civil Registration Marpoyan Damai District, Pekanbaru amounted to 20 people and 100 service users. Data collection techniques used are questionnaire, observation and documentation. The data analysis technique of this research will use descriptive analysis. The results of this study are the tangible indicator or physical evidence of the services provided by the Technical Implementation Unit of the Population and Civil Disability Office in Marpoyan District in the unfavorable category of 44.16%. On the indicator of reliability or reliability is categorized unfavorable with a percentage of 43.33%. In the indicator of responsiveness (Responsiveness) is quite well categorized with a percentage of 56.67%. In the Emphaty (Empathy) indicator, it is categorized quite well, with a percentage of 59.16%. In the indicator Assurance (Guarantee) is categorized as not good, with a percentage of 37.50%. However, based on standard measurement techniques, it is known that the average score of respondents' answers on all indicators or classified as quite implemented. The obstacles felt by the Technical Implementation Unit of the Population and Civil Disability Office of Marpoyan Subdistrict are the lack of human resources, namely the employees who perform services and the lack of facilities in E KTP services .

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