KUALITAS PELAYANAN PUBLIK DI BIDANG ADMINISTRASI KEPENDUDUKAN DI KECAMATAN KRIAN KABUPATEN SIDOARJO

Abstract

The results of this study indicate that the implementation of public service quality in the field of population administration in the District of Krian Sidoarjo Regency viewed from the dimensions of tangible, reliability, responsiveness, assurance, and emphaty and its indicators. (1) Implementation of the quality of public services related to the tangible dimension (physical evidence) has not fulfilled adequate service facilities in providing services to the public such as limited space, waiting room chairs that have not been adequate with the number of visitors each day, the means of information not yet available, have been disciplined in time and some are leaving the service room. (2) the reliability dimension of the employees in handling any service complaints is not in accordance with the expectations and wishes of the community, but there are still complaints from the community about the process of making e-ID card, KK, and Legalize Documents. (3) dimensions of responsiveness (responsiveness) of employees have shown a responsive attitude to help the community when experiencing difficulties in the process of making e-ID card, KK, and Legalize Documents. (4) the assurance dimension, the accuracy of the service guarantee is not in accordance with the expectation of the community, there is still a complaint from the public related to the time frame of e-ID card, KK and Legalize Documents. (5) empathy dimension, given by the Krian District by giving a pleasant impression in the service process. The obstacles in the implementation of public services in the District Office Krian District include lack of personnel resources, public awareness is lacking in completing the administrative requirements of service