RESPONSIVITAS PETUGAS DALAM PELAYANAN ADMINISTRASI KEPENDUDUKAN DI KANTOR KECAMATAN SUKARAMI KOTA PALEMBANG

REZKY, MUHAMMAD FARIEJ and Budiyanto, Muhammad Nur (2024) RESPONSIVITAS PETUGAS DALAM PELAYANAN ADMINISTRASI KEPENDUDUKAN DI KANTOR KECAMATAN SUKARAMI KOTA PALEMBANG. Undergraduate thesis, Sriwijaya University.

	Text RAMA_63201_07011381722157.pdf - Accepted Version Restricted to Repository staff only Available under License Creative Commons Public Domain Dedication. Download (7MB) | Request a copy
	Text RAMA_63201_07011381722157_TURNITIN.pdf - Accepted Version Restricted to Repository staff only Available under License Creative Commons Public Domain Dedication. Download (11MB) | Request a copy
	Text RAMA_63201_07011381722157_0010116904_01_front_ref.pdf - Accepted Version Available under License Creative Commons Public Domain Dedication. Download (1MB)
	Text RAMA_63201_07011381722157_0010116904_02.pdf - Accepted Version Restricted to Repository staff only Available under License Creative Commons Public Domain Dedication. Download (235kB) | Request a copy
	Text RAMA_63201_07011381722157_0010116904_03.pdf - Accepted Version Restricted to Repository staff only Available under License Creative Commons Public Domain Dedication. Download (96kB) | Request a copy
	Text RAMA_63201_07011381722157_0010116904_04.pdf - Accepted Version Restricted to Repository staff only Available under License Creative Commons Public Domain Dedication. Download (1MB) | Request a copy
	Text RAMA_63201_07011381722157_0010116904_05.pdf - Accepted Version Restricted to Repository staff only Available under License Creative Commons Public Domain Dedication. Download (56kB) | Request a copy
	Text RAMA_63201_07011381722157_0010116904_06_ref.pdf - Bibliography Restricted to Repository staff only Available under License Creative Commons Public Domain Dedication. Download (47kB) | Request a copy
	Text RAMA_63201_07011381722157_0010116904_07_lamp.pdf - Accepted Version Restricted to Repository staff only Available under License Creative Commons Public Domain Dedication. Download (4MB) | Request a copy

Abstract

This research aims to find out how responsive officers are in carrying out Population Administration services at the Sukarami District Office, Palembang City. The research employs a descriptive qualitative approach with data collection methods including interviews and observations. This research uses the service responsiveness theory developed by Ziethaml, Parasuraman, and Barry. The results of the research show that officers in Population Administration services at the Sukarami District Office are not fully responsive. The six indicators evaluated include: 1) Officers respond to each applicant in a friendly and patient manner, 2) Officers serve quickly, 3) Officers serve appropriately, 4) Officers serve carefully, 5) Officers serve on time, and 6) Officers respond to every complaint. Of the six indicators, only two indicators, namely officers responding to each applicant and officers serving them carefully, are classified as good. The other indicators highlight issues such as slow service speed, suboptimal use of Standard Operating Procedures (SOPs), service delays, and insufficient response to public complaints. The conclusion underscores the need for improvements in several service aspects. Practical recommendations include enhancing service speed through computerized technology, improving the use and understanding of SOPs, better responsiveness to complaints, providing adequate tools and supporting information, and increasing the number of staff, especially during peak hours. Keywords: Responsiveness, Population Administration Services, Public Service Quality

Item Type:	Thesis (Undergraduate)
Uncontrolled Keywords:	Responsivitas Pelayanan, Pelayanan Publik
Subjects:	J Political Science > JF Political institutions (General) > JF1338-2112 Public administration Z Bibliography. Library Science. Information Resources > Z711-711.95 Public services. Reference services
Divisions:	07-Faculty of Social and Politic Science > 63201-State Administration (S1)
Depositing User:	Muhammad Fariej Rezky
Date Deposited:	24 Jul 2024 13:25
Last Modified:	24 Jul 2024 13:25
URI:	http://repository.unsri.ac.id/id/eprint/153163

Actions (login required)

View Item