Kualitas Pelayanan E-KTP Di Dinas Dukcapil Kota Kupang

MUDA, Yosep Alexsander Randi (2023) Kualitas Pelayanan E-KTP Di Dinas Dukcapil Kota Kupang. Undergraduate thesis, Universitas Katolik Widya Mandira Kupang.

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Abstract

This thesis is entitled "Quality of Service of E-KTP in the Dukcapil Office of Kupang City". The main problem in this study is the Quality of E-KTP Services at the Dukcapil Office in Kupang City. The purpose of writing this thesis is to know the Tangibles dimension (physical service quality) in the E-KTP Service, to know the Reliability dimension (ability and reliability to provide trusted services) in the E-KTP Service, to know the Responsiveness dimension (ability to help customer wishes ) in the E-KTP Service, knowing the Assurance dimension (ability and friendliness and courtesy of employees in convincing customers) in the E-KTP Service, knowing the Empathy dimension (firm attitude but also giving attention from employees to customers) in the E-KTP Service in the Office Dukcapil City of Kupang. In writing this thesis the writer uses a qualitative descriptive method that is 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 according to the wishes of the community, service will become easier and will create a sense of satisfaction for users service and the service process will be even more enjoyable. 2. Reliabitiy (Reliability) Based on the data above, it shows that employees in the District have the ability or are careful in using the E-KTP service. The ability or reliability of E-KTP service employees can assist the community in completing procedures and filling out requirements. Responsiveness (Response/responsiveness) If service providers have responded well to service users, the E-KTP service process will be easier and not take so long and of course the service users will be very enthusiastic about managing the E-KTP and the management of the E-KTP will be fast and precise in accordance with the stipulated time provisions. Assurance (Guarantee) Officers guarantee timeliness to service users so that people feel very satisfied and feel valued as service users, this service will become easier and more enjoyable for both service users and service providers. Empathy (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 giving sincere attention and understanding the wishes of customers or service users then service users will feel more comfortable and satisfied. Based on the results of the thesis, it can be concluded that the Quality of E-KTP Services at the Dukcapil City Kupang Office can be assessed from five dimensions, namely Tangibel, Reliability, Responsiveness, Assurance. Guarantee), Empathy (Empathy) has been carried out properly and carried out in accordance with applicable standards and the provisions of the regulations provided.

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