Kualitas Pelayanan Pembuatan Kartu Identitas Anak (KIA) di Dinas Kependudukan dan Pencatatan Sipil Kota Kupang

MBAS, Petronela (2025) Kualitas Pelayanan Pembuatan Kartu Identitas Anak (KIA) di Dinas Kependudukan dan Pencatatan Sipil Kota Kupang. Undergraduate thesis, Universitas Katolik Widya Mandira Kupang.

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Abstract

This study aims to determine the quality of child identity card making services and supporting and inhibiting factors for the quality of child identity card making services at the Population and Civil Registration Office of Kupang City. This study uses a qualitative methodology. The informants in this study were 4 people. The data sources used in this study were primary data and secondary data. The data analysis techniques used in this study were data collection, data reduction, and data presentation. There are five things to measure the quality of service at the Population and Civil Registration Office of Kupang City, namely tangibles, reliability, responsiveness, assurance, and empathy. Based on the data that has been obtained, the results of this study indicate that the quality of service through the results of tangibles, reliability, responsiveness, assurance, and empathy still needs to be improved in terms of facilities and infrastructure such as waiting rooms, DUKCAPIL has tried to increase service openness through SOPs and socialization, but its implementation has not been optimal. Responsiveness to complaints online still needs to be improved, although direct service is quite good. The administrative completion period is considered to be in accordance with community expectations. Equal services are provided to all, with special attention to accessibility for people with disabilities. Supporting factors are that the service has collaborated with user institutions that have Child Identity Cards (KIA) for school children. Inhibiting factors are the lack of public awareness of the importance of Child Identity Cards (KIA).

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