KUALITAS PELAYANAN PEMBUATAN AKTA KEMATIAN PADA MASA PANDEMI COVID-19 DI DINAS KEPENDUDUKAN DAN PENCATATAN SIPIL KOTA PALEMBANG

ARIANTI, MEGA and Semil, Nurmah and Marpaung, Zailani Surya (2021) KUALITAS PELAYANAN PEMBUATAN AKTA KEMATIAN PADA MASA PANDEMI COVID-19 DI DINAS KEPENDUDUKAN DAN PENCATATAN SIPIL KOTA PALEMBANG. Undergraduate thesis, Sriwijaya University.

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Abstract

This research is entitled "Quality of Service for Making Death Certificates During the Covid-19 Pandemic at the Population and Civil Registration Office of Palembang City". The background of this research is that there are complaints about messages from the applicant who have not been responded to by the service officer, the applicant is still confused about the WhatsApp contact issue that can be contacted for the service process, the lack of information about new service procedures during the Covid-19 pandemic and has not been provided. It's a comfortable place to wait for services outside the Office of Population and Civil Registration of Palembang City. The purpose of this study was to determine the quality of service for making death certificates during the Covid-19 pandemic at the Population and Civil Registration Office of Palembang City. This study uses a qualitative method. This study uses the theory of Zeithmal, Parasuraman and Berry which is measured in five dimensions of Service Quality, namely physical tangible, reliability, responsiveness, assurance and empathy. Data collection techniques used are observation, interviews, documentation and literature study and analyzed using ATLAS.ti software. From the results of research and discussion, it is concluded that The quality of service for making death certificates during the Covid-19 pandemic at the Palembang City Population and Civil Registration Service in the dimensions of tangible, reliability, assurance and empathy can be said to be good, although not optimal. Meanwhile, the responsiveness dimension of service quality is not good. The results of this study recommend that the Disdukcapil of Palembang City shouldneed to complete inadequate service facilities and infrastructure so that the service process can run smoothly, increase the number of supporting tools for service activities such as computers and internet networks, more intensively socialize service procedures during the Covid-19 pandemic online via whatsapp and be more responsive in responding service via whatsapp and need to re-regulate online service regulations via whatsapp in terms of responding to applicant questions on whatsapp and complaints if there are applicants who still feel uncomfortable about the service. Keywords: Service Quality, Population and Civil Registration Office of Palembang City, Death Certificate

Item Type:	Thesis (Undergraduate)
Uncontrolled Keywords:	Kualitas Pelayanan, Akta Kematian, Pelayanan Publik
Subjects:	H Social Sciences > H Social Sciences (General)
Divisions:	07-Faculty of Social and Politic Science > 63201-State Administration (S1)
Depositing User:	Mega Arianti
Date Deposited:	29 Sep 2021 01:51
Last Modified:	29 Sep 2021 01:51
URI:	http://repository.unsri.ac.id/id/eprint/54285

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