Analisis Kualitas Pelayanan Kartu Tanda Penduduk Elektronik (E-KTP) Pada Dinas Kependudukan Pencatatan Sipil Kabupaten Pelalawan

Prasetiyo, Yogi (2022) Analisis Kualitas Pelayanan Kartu Tanda Penduduk Elektronik (E-KTP) Pada Dinas Kependudukan Pencatatan Sipil Kabupaten Pelalawan. Other thesis, Universitas Islam Riau.

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Abstract

This research was conducted at the Department of Population and Civil Registration of Pelalawan Regency. The purpose of this study was to determine the Quality of Service for Making Electronic Identity Cards (E-KTP) at the Population and Civil Registration Service of Pelalawan and the problems studied were to determine the factors that caused the service quality to be less than optimal at this Service. In this study the author uses the theory proposed by Fandy Tjiptono (2011: 53) that the dimensions of service quality consist of 5 (five) dimensions, including direct evidence (Tangibles, Reliability), Responsiveness (Responsiveness), Assurance (Assurance). and Empathy (Empaty. The method used in this research is a qualitative descriptive method. The data collection techniques used are observation, interviews, and documentation. The results of the analysis are the Quality of Service for Making E-KTP at the Disdukcapil Pelalawan office assessed from the dimensions of physical appearance, such as facilities and office infrastructure that cannot be said to be adequate, such as there are still many shortages of computers to input community data, the wifi network is not good and the electricity flow sometimes likes to die suddenly. The ease of service processes that have not been realized properly, employees are still not friendly to people who want to take care of KK and KTP. For Time Guarantee has given j the assurance of the completion of the files on time, but the community has to travel far to get to the office of the Population and Civil Registration Office to be able to take care of and complete the entire document management file and finish 14 working days if there are no problems. In this study the authors found obstacles, namely the facilities and infrastructure at the Pelalawan Disdukcapil office that were still lacking, such as computers that were still few that could be operated, the wifi network did not operate properly, and the electricity supply of PLN which sometimes died suddenly made data input performance jammed.

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