Elydia, Elydia
(2020)
Analisis Pola Komunikasi Dinas Kependudukan dan Pencatatan Sipil Terhadap Kualitas Pelayanan Pembuatan KTP-Elektronik Kabupaten Pelalawan 2018.
Other thesis, Universitas Islam Riau.
Abstract
The purpose of this study was to determine the analysis of the communication patterns of the Population and Civil Registry Office on the quality of service making Pelalawan Regency electronic ID card. Communication patterns are interpreted as a form or pattern of relations between two or more people in the process of sending and receiving messages right so that the message delivered is easy to understand. Communication patterns state that certain arrangements "who talks to whom" have major consequences in the functioning of an organization. This study uses qualitative research methods by taking informants who are directly involved in the process of managing electronic ID card services with the technique of determining informants by purposive sampling. Data according to type and source in the form of primary and secondary data with data collection techniques through interviews, observation, and documentation. This study uses a data triangulation validity technique that was carried out to analyze the data qualitatively and draw conclusions of the study. The communication pattern of electronic ID card management services at the Pelalawan Regency Population and Civil Registry Service was found to have used chain or chain communication patterns. The quality of electronic ID card management services has not been carried out to the maximum it is based on the results of the study found responsiveness is the desire of employees to provide responsive services, Guarantees include hospitality and responsibility for every public complaint especially in the management of electronic ID cards, and Empathy is the concern of employees who faced by the community and the appearance of the community in providing services to the community. While there are two indicators of reliability, there are still people who receive services not as promised and the Physical Display of work space for managing electronic ID cards is not yet sufficient so that it can hamper the process of managing electronic ID cards.
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