Kafitra, Lifio (2024) Kualitas Pelayanan Publik Dalam Menerbitkan Kartu Tanda Penduduk Elektronik Di Pemerintahan Daerah Kabupaten Kuantan Singingi (studi Di Kecamatan Singingi). Masters thesis, Universitas Islam Riau.

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Abstract

This study aims to analyze the quality of public services in the issuance of Electronic Identity Cards (e-KTP) in the Regional Government of Kuantan Singingi Regency, with a focus on Singingi District. The e-KTP service is a strategic issue in bureaucratic reform and improving basic services to the community. The research method used is descriptive qualitative with data collection techniques through observation, in-depth interviews, and documentation. The research subjects consisted of 1 key informant (head of service) and 7 other informants. The results of the study show that the quality of public services in the issuance of e-KTP at the study location is good, reviewed from five dimensions of service quality: (1) Tangible, including adequate infrastructure and supporting technology; (2) Reliability, shown through consistency and accuracy of service; (3) Responsiveness, reflected in the speed and alertness of the officers; (4) Assurance, including certainty of time, cost, and legality; and (5) Empathy, as seen from the ability of officers to understand the specific needs of the community. The research also identifies supporting and inhibiting factors for e-KTP services, as well as formulating strategies for improving information technology-based and strengthening human resource capacity. This research contributes to the development of public administration science and provides practical input for policy makers to improve the quality of public services in the regions.

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