| dc.description.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. | en_US |
