Kualitas Pelayanan Akta Kematian melalui Layanan Online Website SIBISA di Dinas Kependudukan dan Pencatatan Sipil Kota Medan

Abstract

This study aims to determine the quality of death certificate services through the online SIBISA website at the Department of Population and Civil Registration of Medan City. The problems faced by the Department of Population and Civil Registration of Medan City in providing death certificate services through the SIBISA online service are the public's lack of awareness about the existence of the SIBISA online service, the need for improved infrastructure, and the inefficiency of the promised service time. This research uses a descriptive method with a qualitative approach, with data collection techniques through interviews, observation, and documentation. Furthermore, this study applies the theory of Public Service Quality according to Zeithaml (2011), which uses five indicators: Tangibles, Reliability, Responsiveness, Assurance, and Empathy. The research informants consisted of the Head of the Status Change, Citizenship, and Death Team, Staff of the Population Administration Information Management Division, SIBISA online service users, and offline service users. The results of this study indicate that the Quality of Death Certificate Services through the SIBISA Online Website at the Department of Population and Civil Registration of Medan City has not been well implemented. Measured based on the selected indicators, the Tangibles aspect reveals that several respondents stated that service time could still be improved to be more efficient. In addition, the lack of seating in the waiting room and the suboptimal air conditioning were the main complaints of the public visiting the office. Furthermore, in terms of Responsiveness, it was found that the response time to complaints and the resolution of the public's needs using the SIBISA online service is still slow.