KUALITAS PELAYANAN ADMINISTRASI KEPENDUDUKAN PADA UPT DISDUKCAPIL KECAMATAN TAMPAN KOTA PEKANBARU

Khairunsyah Purba

Abstract


Penelitian ini difokuskan  untuk mengungkap kualitas pelayanan administrasi kependudukan di kota Pekanbaru. Hal ini didasarkan masih ditemukan berbagai kendala dalam pelayanan administrasi kependudukan seperti, keterlambatan output  pelayanan (tidak sesuai prosedur pelayanan dan keterbatasan  sarana dan prasarana pelayan. Pelayanan administrasi kependudukan merupakan rangkaian kegiatan penataan dan penertiban dan penerbitan dokumen dan data kependudukan yang bersifat terus menerus. Dengan   pelayanan publik yang berkualitas akan meningkatkan kepuasan warga dan mewujudkan validitas administrasi kependudukan. Metode yang digunakan dalam penelitian ini adalah deskriptif kualitatif dengan instrument penilitian pertamanya adalah peneliti sendiri yang mengumpulkan mengelola, menganalisis, menginterprestasikan serta memverifikasi setiap data dan informasi yang diperoleh dari observasi partisipan terhadap setiap latar dan peristiwa. Data yang digunakan adalah data primer dan skunder yang diperoleh melalui wawancara, obervasi dan studi literatur. Hasil penelitian menunjukkan bahwa  kualitas pelayanan administrasi kependudukan di kecamatan  belum optimal, dimana dimensi relialibility & responsibility dan tangibel aspek  paling dominan menjadi permasalahan warga. Penelitian juga menunjukkan bahwa pelayanan administrasi kependudukan perlu di dukung perangkat teknologi baik software ataupun hardware yang tepat sehingga dapat meningkatkan kualitas pelayanan administrasi kependudukan.

Keywords


kualitas pelayanan, pelayanan publik, administrasi kependudukan, kepuasan

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DOI: http://dx.doi.org/10.31506/jap.v11i1.7127

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