Analisis Pelayanan Publik (Pengurusan Kartu Keluarga) Pada Dinas Kependudukan Dan Pencatatan Sipil Kabupaten Rokan Hilir

Amin, Fauzi (2022) Analisis Pelayanan Publik (Pengurusan Kartu Keluarga) Pada Dinas Kependudukan Dan Pencatatan Sipil Kabupaten Rokan Hilir. Masters thesis, Universitas Islam Riau.

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Abstract

Service Standards are measures that are applied in the implementation of services that must be obeyed by the service provider and or recipient. The service standards are Service Procedures, Service Time, Service Fees, Legal Basis for Service, and Service Facilities. Every service provider must have published standards as a guarantee of certainty for service recipients. This study was conducted to determine the quality of service and the obstacles in the implementation of Family Card Management Services at the Population and Civil Registration Office of Rokan Hilir Regency. The theory used is Zeithmal et al which states that service quality can be measured by five dimensions, namely Tangibility, Reliability, Responsiviness, Assurance, Empathy. The results of the study, Public Service Standards have been implemented properly, Service procedures are in accordance with existing provisions, and there are no illegal fees. The conclusion in this study is that there is still need for improvement in carrying out standard principles well, there are still limited service facilities such as fans, lack of attention from employees to the public who lack information, lack of responsibility charged from the head and lack of cooperation between employees in serving.

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