UNSPECIFIED (2021) KUALITAS PELAYANAN PUBLIK DI DINAS KEPENDUDUKAN DAN CATATANSIPIL (DISDUKCAPIL) KOTA SERANG. S1 thesis, UNIVERSITAS SULTAN AGENG TIRTAYASA.
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Abstract
Fokus penelitian ini adalah Kualitas Pelayanan Pulik di Dinas Kependudukan dan Catatan Sipil Kota Serang. Identifikasi masalahnya yaitu sarana dan prasarana yang disediakan Disdukcapil Kota Serang masih belum memadai, minimnya sosialisasi yang diberikan oleh Disdukcapil Kota Serang mengenai smartdukcapil, tidak pastinya waktu pelayanan yang diberikan, kurangnya keramahan pegawai dalam melayani masyarakat. Tujuan penelitian untuk mengukur Kualitas Pelayanan Publik di Dinas Kependudukan dan Catatan Sipil Kota Serang. Teori yang digunakan dalam penelitian ini menggunakan teori Five Dimension of SERVQUAL menurut Zeithaml, Parasuraman, dan Berry dalam Ratminto dan Winarsih (2012:175-176). Metode yang digunakan adalah deskriptif kuantitatif. Populasi penelitian ini adalah masyarakat yang melakukan pembuatan dokumen kependudukan dan pencatatan sipil di Disdukcapil Kota Serang dalam satu hari rata-rata 150 orang dengan jumlah sampel 109 orang. Pengumpulan data dilakukan dengan penyebaran kuesioner, observasi dan dokumentasi. Teknik sampling menggunakan Accidental sampling. Hasil yang didapat dalam penelitian ini adalah mencapai 75% dari angka minimal yang dihipotesiskan 65% dan masuk kategorisedang atau cukup baik. Saran penelitian ini adalah Disdukcapil Kota Serang diharapkan bisa meningkatkan kualitas pelayanannya kepada masyarakat sebagai pengguna layanan terutama dalam hal kecepatan dan ketepatan, Disdukcapil Kota Serang perlu menyediakan penampilan fisik yang baik serta menyediakan fasilitas penunjang yang lebih memadai, Disdukcapil Kota Serang diharapkan bisa meningkatkan sosialisasinya mengenai aplikasi smartdukcapil agar masyarakat bisa mengetahui dan menggunakan aplikasnya sehingga dapat memudahkan dan membantu masyarakat dalam membuat dokumen kependudukan dan catatan sipil.
| Item Type: | Thesis (S1) | |||||||||
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| Additional Information: | The focus of this research is Service Quality at the Department of Population and Civil Registration in Serang. Identification of the problem, namely facilities and infrastructure provided by Department of Population and Civil Registration of Serang City is still inadequate, lack of socialization provided by Department of Population and Civil Registration of Serang City about smartdukcapil, uncertain time of service provided, lack of employee friendliness in served to the community. Theresearch purpose to measuring the quality of service in the civil services and civil registration in Serang City. This research uses Five Dimension of SERVQUAL according to Zeithaml, Parasuraman, and Berry in Ratminto and Winarsih (2012: 175-176). The method uses descriptive quantitative. The population of this study is the people who makes documents at Department of Population and Civil Registration in Serang City on with an average day of 150 people with a sample of 109 respondent. The data collection is done by questionnaires distribute, observation and documentation. The sampling used accidental sampling technique. The results obtained in this study were 75% of the minimum numbers hypothesized to be 65% and in the moderate or good enough category. The suggestion of this research is that Department of Population and Civil Registration of Serang City of is expected to improve the quality of its services to the community as service users, especially in terms of speed and accuracy, Department of Population and Civil Registration in Serang City needs to provide good physical appearance and provide more adequate supporting facilities. smartdukcapil so that people can know and use their applications so that they can facilitate and assist the community in makes population and civil records documents. | |||||||||
| Uncontrolled Keywords: | Department of Population and Civil Registration in Serang City, Quality, Service Disdukcapil Kota Serang, Kualitas, Pelayanan. | |||||||||
| Subjects: | H Social Sciences > Public Administration | |||||||||
| Divisions: | 06-Fakultas Ilmu Sosial dan Ilmu Politik 06-Fakultas Ilmu Sosial dan Ilmu Politik > 63201-Program Studi Administrasi Publik |
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| Depositing User: | Perpustakaan Pusat | |||||||||
| Date Deposited: | 22 Dec 2022 14:18 | |||||||||
| Last Modified: | 22 Dec 2022 14:18 | |||||||||
| URI: | http://eprints.untirta.ac.id/id/eprint/18878 |
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