Kualitas Pelayanan Administrasi Kependudukan pada Pendaftaran Kartu Keluarga dan Kartu Tanda Penduduk Elektronik (KTP-EL) di Dinas Kependudukan dan Pencatatan Sipil Kabupaten Karo

Abstract

Population administration is a type of public service that serves public population administration documents, such as family cards, electronic identity cards (KTP-el) and other documents. The realization of quality service is seen from the satisfaction of the community for the service received. At the Karo Regency Population and Civil Registration Service, several problems were found, namely the lack of socialization of online services, employees who were not careful and thorough in serving the needs of the community in managing administrative documents, found brokers or extortion at the Karo Regency Population and Civil Registration Office and physical facilities inadequate offices. The purpose of this study is to find out and describe in detail the Quality of Population Administration Services on Registration of Family Cards and Electronic Identity Cards (KTP-el) at the Karo Regency Population and Civil Registration Office. The research method used is a qualitative method with a descriptive approach. The data collection techniques used in this research were interviews, observation and documentation studies related to the quality of population administration services at the Karo Regency Population and Civil Registry Service. The data obtained was then analyzed qualitatively with the quality indicators proposed by Zeithaml et.al., including Tangibles, Reliability, Responsiveness, Asssurance and Empathy. The results of research in the field it can be concluded that for appearance, discipline, attitude, employee response is good, as well as guarantees, requirements and procedures have been given optimally and well in serving the community. While the office's physical facilities are not fully adequate to support the smooth running of services, employees are not careful and thorough which results in errors in population documents being taken care of by the community which results in some people stating that the services provided are not appropriate and discriminatory employee attitudes are still found and there are brokers in the office Population and Civil Registration Office of Karo Regency. This shows that the quality of population administration services at the Karo Regency Population and Civil Registration Service is not entirely good.