Analisis Kualitas Pelayanan Publik dalam Pengurusan Pendaftaran Nikah di Kantor Urusan Agama Kecamatan Medan Amplas

Abstract

The quality of public services is an essential indicator in assessing the performance of government institutions, including the Office of Religious Affairs (KUA), which provides religious services to the community, especially marriage registration. This study aims to analyze the quality of public services in the marriage registration process at the KUA of Medan Amplas Subdistrict using five dimensions of service quality: tangibles, reliability, responsiveness, assurance, and empathy. This research employs a descriptive qualitative approach with data collected through interviews, observations, and documentation. The informants include KUA officers, marriage applicants, and other related stakeholders. The results show that the quality of service at KUA Medan Amplas is not yet optimal. Several issues were identified, such as complex administrative procedures, long waiting times, limited human resources, lack of information and outreach, inadequate facilities, and unfriendly staff attitudes. Based on these findings, it is recommended that KUA improve service aspects by providing staff training, upgrading facilities, and simplifying administrative procedures. Furthermore, enhanced communication and outreach to the public are necessary. These improvements are expected to increase public satisfaction and trust in the services provided by KUA Medan Amplas.