Fadillah, Anggraini (2025) Analisis Kualitas Pelayanan Administrasi Pengurusan Kartu Tanda Penduduk Elektronik (KTP-el) Di Kantor Camat Kecamatan Kundur Kabupaten Karimun. Other thesis, Universitas Islam Riau.

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Abstract

This research originates from the issue of suboptimal quality in the administrative services for Electronic Identity Card (e-KTP) processing at the District Office of Kundur, Karimun Regency, and aims to analyze the quality of services as well as identify the inhibiting factors. This study employs a descriptive qualitative method with data collection techniques including interviews, observations, and documentation. Data analysis uses the SERVQUAL service quality framework by Parasuraman et al., as explained by Fandy Tjiptono, which includes the dimensions of Tangibles, Reliability, Responsiveness, Assurance, and Empathy. The results of the study show that the quality of service at the Kundur District Office is relatively good, indicated by the competence of the staff, their friendliness, responsiveness, and empathy in serving the public, as well as the availability of assistance and consultation mechanisms for applicants facing difficulties. However, there are still obstacles such as limited facilities and infrastructure, the absence of formal certification for staff, and a high workload. This research recommends improvements in facilities and infrastructure, regular training, staff certification, increasing the number of staff, and the implementation of periodic community satisfaction surveys to enhance the quality of public services.

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