PENINGKATAN KUALITAS PELAYANAN ADMINISTRASI KEPENDUDUKAN MELALUI PROGRAM KAKEKKU DATANG (KARTU KELUARGA KU DATA ULANG) (STUDI DI DINAS KEPENDUDUKAN DAN PENCATATAN SIPIL KABUPATEN GRESIK)

  • Dinda Nurmala Eka Sari Universitas Bhayangkara Surabaya
  • Tri Prasetijowati Universitas Bhayangkara Surabaya
  • Ali Fahmi Universitas Bhayangkara Surabaya
Keywords: Service Quality, Population Administration, Kakekku Datang

Abstract

Kakekku Datang program (My Family Card Re-Date) is a program created by the Population and
Civil Registry Office of Gresik Regency to overcome problems with the family card, namely the lack of
public awareness of changing KK, double data and anomalous data. The implementation was carried
out by picking up the ball and assisted by 356 village registers, 18 sub-districts, 8000 RT / RW. Not only
that, Dispendukcapil also provides applications to facilitate the service process, namely Dr. Kepo and
Laparde. The purpose of this research is to describe the making of a Family Card in improving the quality
of population administration services through the Kakekku Datang program. The research method used
is descriptive qualitative. The focus of the research is to improve service quality through the Kakekku
Datang program. Sources of information using purposive sampling and accidental sampling. The results
obtained are the Kakekku Datang program, if viewed from these 5 dimensions of quality, it has improved
the quality of services, namely provided ball pick-up service, availability of online services, and faster
service processes. However, the facilities and infrastructure are still inadequate such as waiting chairs.
The program also has supporting factors that can improve staff competency and the community feels
easier in the service process. However, there are inhibiting factors in this program, namely the lack of
human resources, the competence of village registers who are still technologically illiterate, and the
community's awareness is still low.

Published
2021-01-18
Section
Articles