Hermawan, Novan and Godjali, Rizky (2022) STRATEGI PELAYANAN PEMBUATAN E – KTP PADA MASA PANDEMI COVID -19 DI KELURAHAN CIPOCOK JAYA KECAMATAN CIPOCOK JAYA KOTA SERANG. S1 thesis, Fakultas Ilmu Sosial Dan Ilmu Politik.

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Abstract

ABSTRAK Novan Hermawan. NIM. 6670150054. Skripsi. Strategi Pelayanan Pembuatan E – KTP Pada Masa Pandemi Covid -19 Di Kelurahan Cipocok Jaya Kecamatan Cipocok Jaya Kota Serang Program Studi Ilmu Pemerintahan. Fakultas Ilmu Sosial dan Ilmu Politik. Universitas Sultan Ageng Tirtayasa. Pembibing I : M. Rizky Godjali S.IP .M.IP Pada Penelitian skripsi ini Untuk Mengetahui Strategi Pelayanan Pembuatan E – KTP Pada Masa Pandemi Covid -19 di Kelurahan Cipocok Jaya Kecamatan Cipocok Jaya Kota Serang Lalu penelitian ini menggunakan metode penelitian kualitatif dilakukan sejak sebelum memasuki lapangan, selama di lapangan, dan setelah selesai di lapangan. Dalam penelitian kualitatif, data diperoleh dari berbagai sumber, dengan menggunakan teknik pempulan data yang bermacam-macam dan dilakukan secara terus menerus sampai datanya jenuh. Elemen-elemen Pelayanan Menurut Zeithaml, Bitner, dan Gremler (2009) dalam menciptakan pelayanan perlu memperhatikan elemen-elemen pelayanan sebagai berikut: Realibility (Kehandalan), Responsiveness (Daya Tanggap), Empathy (Empati). Hasil Penelitian Dari hasil pembahasan yang sudah peneliti kemukakan diatas, jadi bisa diambil simpulan seperti berikut Pelayanan publik yang tersedia di Kelurahan Cipocok Jaya semasa pandemic Covid-19 sudah cukup baik. Mulai dari bagian pembuatan E-KTP, Kartu Keluarga dan lainnya. Pelaksanaan pelayanan publik oleh Disdukcapil semasa pandemic Covid-19 berubah dengan sebelum Covid-19, mereka lebih mementingkan kebutuhan masyarakat dan lebih dekat kepada masyarakat. Hasil penelitian menunjukan bahwa pelayanan publik oleh Disdukcapil semasa pandemi Covid-19 berubah dengan sebelum Covid-19, mereka lebih mementingkan kebutuhan masyarakat dan lebih dekat kepada masyarakat. Oleh karena itu pihak pemerintah mulai dari Kelurahan hingga Disdukcapil lebih memberikan sosialisasi, seperti pemasangan banner, menghidupkan kembali website dan sosial media agar semua kalangan bisa mengetahui informasi yang dimiliki oleh Kelurahan dan instansi terkait tentang program E-KTP. Kata Kunci : Strategi, Pelayanan, Kesejahteraan, Pandemi Covid -19 ABSTRACT Novan Hermawan. NIM. 6670150054. Thesis. Service Strategy for Making E-KTP During the Covid-19 Pandemic In Cipocok Jaya Village, Cipocok Jaya District, Serang City, Government Science Study Program. Faculty of Social Science and Political Science. Sultan Ageng Tirtayasa University. Supervisor I : M. Rizky Godjali S.IP .M.IP In this thesis research, to find out the service strategy for making e-ID cards during the Covid-19 pandemic in the Cipocok Jaya Village, Cipocok Jaya District, Serang City, this research uses the data analysis method in qualitative research carried out before entering the field, while in the field, and after completion. in the field. In qualitative research, data is obtained from various sources, using various data collection techniques and is carried out continuously until the data is saturated. b. Service Elements According to Zeithaml, Bitner, and Gremler (2009) in creating services, it is necessary to pay attention to the following service elements: Realibility (Reliability), Responsiveness (Responsiveness), Empathy (Empathy). Research Results From the results of the discussion that researchers have stated above, conclusions can be drawn as follows: Public services available in Cipocok Jaya Village during the Covid-19 pandemic are quite good. Starting from the part of making E-KTP, Family Cards and others. The implementation of public services by Disdukcapil during the Covid-19 pandemic changed from before Covid-19, they were more concerned with the needs of the community and were closer to the community. The results of the study show that public services by Disdukcapil during the Covid-19 pandemic changed from before Covid-19, they were more concerned with the needs of the community and were closer to the community.Therefore, the government from the village office to the Disdukcapil provides more socialization, such as installing banners, reviving the website and social media so that all people can find out the information held by the Kelurahan and related agencies about the E-KTP program. Keywords: Strategy, Service, Welfare, Covid-19 Pandemic

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