Ismail, Ismail (2024) Analisis Kualitas Layanan Masyarakat dalam Melakukan Pengurusan Kartu AK-1 Pada Dinas Tenaga Kerja Kota Dumai. Masters thesis, Universitas Islam Riau.

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Abstract

The AK1 Card, also known as the Job Seeker Identification Card in Dumai City, serves a crucial function as an official identity for registered job seekers at the Department of Manpower and as an administrative requirement for applying for jobs. However, the process of obtaining the AK1 Card in Dumai City faces several issues, including complex procedures, limited service hours and staff availability, lack of public understanding of the process, restricted access for people in remote areas, insufficient dissemination of the benefits of the AK1 Card, and the absence of integrated digital services for managing the AK1 process. The purpose of this study is to understand and analyze the Quality of Public Service in processing the AK1 Card at the Dumai City Department of Manpower based on the indicators of physical evidence, reliability, responsiveness, assurance, and empathy. This research adopts a qualitative approach, utilizing interviews for data collection. Data analysis applies on-site analysis techniques developed by Miles and Huberman. The research findings conclude that the Quality of Public Service in processing the AK1 Card at the Dumai City Department of Manpower, overall, shows a positive trend and meets most success indicators. However, to further enhance service quality, attention should be given to several aspects, such as improving staff patience, providing clearer information about application timelines and statuses, and upgrading waiting room facilities for the convenience of applicants.

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