Kualitas Pelayanan Administrasi Kependudukan dalam Pengurusan Kartu Keluarga di Dinas Kependudukan dan Pencatatan Sipil Kabupaten Deli Serdang

Abstract

Service quality is very important in organizing public services because the demands of the community are constantly increasing on service quality. The management of family cards at the Population and Civil Registration Office of Deli Serdang Regency as a government agency is still considered lacking, there are still many complaints, criticisms and complaints made by the community. This research is motivated by the inaccurate completion time of family card documents, the lack of certainty of costs in managing family cards and the lack of employees responsible for family card services. This research was conducted at Disdukcapil Deli Serdang Regency and the community as service recipients. This study aims to examine and describe in depth how the quality of population administration services in managing family cards at the Population and Civil Registration Office of Deli Serdang Regency. The research method used is descriptive research with a qualitative approach. Data collection is done by means of observation, interviews, documentation and literature. Data is analyzed qualitatively using service quality indicators from Zeithaml and Berry which consist of five dimensions, namely physical evidence, reliability, responsiveness, assurance and empathy. The results showed that physical evidence was sufficient to support the quality of service starting from the infrastructure and facilities that should be available. Then the reliability indicator is still not running optimally because there is no certainty of time in completing family card documents and there is no transparency in the amount of costs incurred. Furthermore, the responsiveness indicator has been running well through the service acceleration program. The guarantee indicator has been well realized through cooperation between Disdukcapil Deli Serdang Regency and the hospital. Finally, the empathy indicator still needs to be improved regarding the nature and attitude of employees in providing services to the community as service recipients. Thus, the various obstacles described must be addressed to realize good, quality, authoritative and responsible governance.