| dc.description.abstract | Population administration services are one of the public services that play
an important role in fulfilling the basic rights of the community. However, in
practice, these services still often face various obstacles that affect the quality of
services provided. This study aims to analyze employee performance based on
aspects of productivity, responsibility, and community attitudes, as well as to
identify supporting and inhibiting factors in population administration services.
This study uses a descriptive method with a qualitative approach. Data
collection techniques were carried out through interviews, observations, and
documentation, with informants selected using purposive sampling techniques,
consisting of department heads, division heads, employees, and the community as
service recipients. The data were analyzed with reference to Bernardin & Russell's
performance theory, which emphasizes productivity, responsibility, and attitude
indicators as part of employee performance evaluation.
The results of the study show that the population administration services at
the North Tapanuli Regency Population and Civil Registration Office have been
running quite well, but not optimally. In terms of productivity, employees strive to
complete services in accordance with standard operating procedures (SOPs), but
are constrained by network disruptions, limited infrastructure, and a lack of
human resources. In terms of accountability, employees work based on community
documents and follow supervisory mechanisms, but do not yet have full
verification authority, making them prone to administrative errors. In terms of
attitude, employees are generally friendly and communicative, although some
members of the community feel that there is a lack of empathy and consistency in
service. Supporting factors such as clear division of tasks, use of SIAK, and inter departmental coordination help the service process, while the main obstacles
include insufficient facilities, lack of training, and dependence on certain officials. | en_US |
