FAKTOR-FAKTOR YANG MEMPENGARUHI KUALITAS PELAYANAN PUBLIK PADA DINAS KEPENDUDUKAN DAN PENCATATAN SIPIL KABUPATEN MUSI BANYUASIN

AMINULLA, JOSRO and Ermanovida, Ermanovida (2024) FAKTOR-FAKTOR YANG MEMPENGARUHI KUALITAS PELAYANAN PUBLIK PADA DINAS KEPENDUDUKAN DAN PENCATATAN SIPIL KABUPATEN MUSI BANYUASIN. Undergraduate thesis, Sriwijaya University.

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Abstract

This research is based on the problems experienced by the service staff of the Automated Dukcapil Machine in providing services to the people of Musi Banyuasin Regency who have difficulty in processing population documents such as Family Cards, KTP-el, Child Identity Cards, Birth Certificates, Death Certificates and others. So that the Musi Banyuasin Regency Population and Civil Registration Office adopted an innovation from the Ministry of Home Affairs in the form of an Automated Dukcapil Machine which is shaped like an ATM machine to make it easier for people to take care of documents independently and assisted by service staff. This study uses the Service Quality Theory by Zeithaml, Parasuraman, and Berry (1988:26) with five indicators, namely: Tangibles (Physical Evidence), Reliability, Responsiveness, Assurance and Empathy. This research uses descriptive qualitative methods with data collection techniques in the form of documentation, observation and in-depth interviews. The results of this study indicate that the physical evidence of services with ADM machines in the form of buildings, facilities and infrastructure is available at the location. Furthermore, the reliability of service staff with fast and timely service. In terms of responsiveness of service staff in overcoming problems faced by users. The guarantee offered by providing trust and comfort. Empathically in the form of attention and care applied by service staff to meet the needs and interests of users. Keywords: Service Quality, Automated Dukcapil Machine, Service Staff

Item Type:	Thesis (Undergraduate)
Uncontrolled Keywords:	Service Quality, Automated Dukcapil Machine, Service Staff
Subjects:	H Social Sciences > H Social Sciences (General)
Divisions:	07-Faculty of Social and Politic Science > 63201-State Administration (S1)
Depositing User:	Josro Aminulla
Date Deposited:	22 Mar 2024 02:07
Last Modified:	22 Mar 2024 02:07
URI:	http://repository.unsri.ac.id/id/eprint/142048

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