Kualitas Pelayanan Publik Bidang Administrasi Kependudukan di Kantor Camat Kecamatan Kobalima kabupaten Malaka

ARAUJO, Kamelia N. De (2024) Kualitas Pelayanan Publik Bidang Administrasi Kependudukan di Kantor Camat Kecamatan Kobalima kabupaten Malaka. Undergraduate thesis, Universitas Katolik Widya Mandira Kupang.

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Abstract

This research was conducted at the Kobalima District Head's Office, aiming to determine the quality of public services in the field of population administration at the Kobalima District Head's Office, Malaka Regency. To discuss the results of this research using several literatures and responding to the writings of Zeihaml-Parasurman and Berry in (Hardiansyah, 2011), the quality of service that is actually felt by the community, there are measurement indicators to assess the quality of service in meeting community satisfaction which lies in five dimensions, including : Tangible, Reliability, Responsiveness, Assurance, and Empathy. The research method uses a qualitative description approach and data collection techniques are carried out in a combined manner, namely by observation, interviews and literature study. Data analysis is inductive/qualitative, with an interactive model created by Miles, Huberman, and Sugiyono (2012: 246). The research of results emphasize the meaning of generalization which shows that, (1) Tangible, the availability of facilities to serve the public in processing population documents is quite good and every day it can be seen that the employees are disciplined, appear neat, the existing waiting room is arranged with chairs that provide feeling comfortable in society. (2) The reliability, accuracy and expertise of employees demonstrated in working to provide services is sufficient according to procedures and service standards so that the public understands. (3) Responsiveness, the willingness of officers to always serve the community is not in accordance with what is expected. People who know office people process documents more easily and the process is faster. (4) Guarantee, the officer providing the guarantee is unclear and not timely. Cost certainty was found, service officers received IDR 50,000 credit from the public to process population documents so that the document creation process was quickly completed and issued. (5) Empathy, officers discriminate by serving close people first, because people believe that processing/printing can be finished quickly because there are people inside. The public's perception of the quality of population administration services at the Kobalima District Office, Malaka Regency is not good and unsatisfactory.

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