Studi Deskriptif Kepuasan Masyarakat dalam Pelayanan Administrasi pada Dinas Kependudukan dan Pencatatan Sipil Kabupaten Sumba Barat Daya (Studi Kasus: Layanan Dokumen Kartu Keluarga dan Kartu Tanda Penduduk)

HORO, Arlando Hermanus (2025) Studi Deskriptif Kepuasan Masyarakat dalam Pelayanan Administrasi pada Dinas Kependudukan dan Pencatatan Sipil Kabupaten Sumba Barat Daya (Studi Kasus: Layanan Dokumen Kartu Keluarga dan Kartu Tanda Penduduk). Undergraduate thesis, Universitas Katolik Widya Mandira Kupang.

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Abstract

This research is entitled, Descriptive Study of Community Satisfaction in Administrative Services at the Population and Civil Registration Service of Southwest Sumba Regency (Case Study: Family Card and Resident Identity Card Document Services). The problem in this research is the low level of community satisfaction with Population Administration and Civil Registration Services in Southwest Sumba Regency? The purpose of This study is to describe community satisfaction in Administrative Services at the Department Population and Civil Registration Southwest Sumba Regency. To explain the main problem above, a Theory of Public Services and Community Satisfaction was built. The method used in this research is the Qualitative Descriptive method with data collection techniques, namely; interviews, observations, and documentation. The variable in this research is community satisfaction with Population Administration services, limited to Family Card Document Services and Resident Identity Cards. The research results show; 1) Service Times, Department of Education officials have not been able to comply with the rules regarding the opening of administrative services, causing the public to complain because service times are unclear. 2) Transparency/openness of services, it is still difficult for people to access population administration services, this is caused by two factors, namely the absence of a website or social media that makes it easier for people to get information about population administration services and damage to recording devices in 11 sub-districts which means people have to travel long distances to service centers. 3) Responsiveness/responsiveness of services, Dukcapil SBD officials are quite good, as can be seen from their alertness in responding to community needs. 4) The officers' empathy in service is quite good, this can be seen from their friendly and polite attitude when serving, but there are still some officers who lack empathy, especially when people ask about network-related problems. The answers given are sometimes unsatisfactory and less helpful. 5) The perception of service recipients is quite good, but there are still some officials who serve the community in a discriminatory manner. Based on the results of the analysis, it is concluded that the population administration services at Dukcapil SBD are quite good in serving the community, but there are still several things that need to be improved, such as the need for evaluation of service officers and direct control from the Head of Dukcapil SBD over the performance of officers, there must be equipment and infrastructure, there needs to be a website or social media to make it easier for the public to get information on population administration services.

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