Kualitas Pelayanan E-KTP Di Kantor Kecamatan Wewiku Kabupaten Malaka

FAHIK, Maria Indriestin (2020) Kualitas Pelayanan E-KTP Di Kantor Kecamatan Wewiku Kabupaten Malaka. Undergraduate thesis, Universitas Katolik Widya Mandira Kupang.

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Abstract

The main problem in this study is the quality of public services in the district office of authority district of Malacca. The purpose of writing this scientific paper is to know the dimensions of Tangibles (Quality of Service physically) in the E-KTP Service, to know the Reliability dimension (the ability and reliability to provide reliable services) in the E-KTP Service, to know the dimension of Responsiviness (the ability to assist desires customers) in the E-KTP Service, knowing the dimensions of Assurance (ability and friendliness and polite sanntun employees in convincing customers) in the E-KTP Service, knowing the dimensions of Emphaty (firm attitude but also giving attention from employees towards customers) in the E-KTP Service in Wewiku District Office. In writing this scientific paper the writer uses descriptive qualitative methods used by using data collection techniques through interviews. The results of scientific papers show that the indicators used in the quality of E-KTP services are: 1. Tangible (Tangible) By showing the appearance of employees who are neat and clean in accordance with the wishes of the community, the service will be easier and will create a sense of satisfaction with the users services and service processes will become more enjoyable. 2. Reliabitiy (Reliability) Based on the data above shows that, employees in the District have the ability or careful use of E-KTP services. The ability or reliability possessed by E-KTP service employees, can help the community in completing procedures and filling requirements. 3. Responsiviness (response / responsiveness) If service providers have responded to service users properly, the E-KTP service process will be easier and does not take so long and of course service users will become very eager to manage E -KTP and E-KTP management will also be fast and precise in accordance with the stipulated time. 4. Assurance Officers guarantee the timeliness of service users so that people feel very satisfied and feel valued as service users, so this service will become easier and more enjoyable for both service users and service providers. 5. Emphaty (Empathy) With justice applied by officers in terms of providing services to service users, as well as courtesy, the service process will be easy because in service if there is a sense of mutual respect and give sincere attention and understand the desires of customers or users service then the service users will feel more comfortable and satisfied. Based on the results of scientific papers, it can be concluded that the Quality of E-KTP Services at the Wewiku District Office in Malacca Regency can be assessed from five dimensions, namely Tangible, Reliability, Responsiviness, Assurance, Empathy (Empathy) already well done and carried out in accordance with applicable standards and the provisions of the regulations given.

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