Enero, Adil Purnama (2025) STUDI KOMPARASI KUALITAS PELAYANAN PUBLIK DI DINAS KEPENDUDUKAN DAN PENCATATAN SIPIL KOTA TANGERANG DAN KABUPATEN TANGERANG. S1 thesis, UNIVERSITAS SULTAN AGENG TIRTAYASA.
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Abstract
This study focuses on a Comparative Study of Public Service Quality at the Department Population and Civil Registration of Tangerang City and Tangerang Regency. Several issues were identified, including differences in facilities and infrastructure, differences in service procedures, and differences in service speed between the Department Population and Civil Registration of Tangerang City and Tangerang Regency. The theory used in this study is the Servqual theory by Parasuraman, as cited in Tjiptono (2016:153), which includes five indicators: Tangibles, Reliability, Responsiveness, Assurance, and Empathy. This study employs a descriptive quantitative method, with data collection techniques including questionnaires and documentation studies. The validity of the data was ensured through Validity Testing, Reliability Testing, Normality Testing, and Hypothesis Testing. The quality of public services at the Department of Population and Civil Registration of Tangerang City is better compared to the Department of Population and Civil Registration of Tangerang Regency across all indicators except for the tangibles indicator. The differences are as follows reliability by 17%, responsiveness by 16%, assurance by 16%, and empathy by 20%. Meanwhile, in the tangibles indicator, Tangerang Regency performs better with a difference of 11%. Overall, the Department of Population and Civil Registration of Tangerang City shows better service quality than that of Tangerang Regency, with a total difference of 12%. The most significant difference lies in the empathy indicator. These findings highlight the importance of improving service quality comprehensively, particularly in the empathy indicator. Therefore, the Department of Population and Civil Registration of Tangerang Regency needs to conduct specialized training focused on enhancing the empathetic attitude of service officers, including effective communication skills, understanding citizens' feelings, and providing services with genuine care.
| Item Type: | Thesis (S1) | ||||||
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| Additional Information: | Penelitian ini berfokus pada Studi Komparasi Kualitas Pelayanan Publik di Dinas Kependudukan dan Pencatatan sipil Kota Tangerang dan Kabupaten Tangerang. Terdapat beberapa permasalahan yang ditemukan, yaitu perbedaan fasilitas sarana dan prasarana, perbedaan prosedur pelayanan, dan perbedaan kecepatan waktu pelayanan di Dinas Kependudukan dan Pencatatan Sipil Kota Tangerang dan Kabupaten Tangerang. Teori yang digunakan pada penelitian ini yaitu teori Servqual Parasuraman dalam Tjiptono (2016:153) dengan lima indikator, yaitu Tangibles (bukti fisik), Reliability (kehandalan), Responsiviness (daya tanggap), Assurance (jaminan), dan Empathy (empati). Penelitian ini menggunakan metode kuantitatif deskriptif dengan teknik pengumpulan data menggunakan kuesioner, dan studi dokumentasi. Keabsahan data diperoleh melalui Uji Validitas, Uji Reliabilitas, Uji Normalitas, dan Uji Hipotesis. kualitas pelayanan publik di Dinas Kependudukan dan Pencatatan Sipil Kota Tangerang lebih baik dibandingkan dengan Dinas Kependudukan dan Pencatatan Sipil Kabupaten Tangerang pada seluruh indikator kecuali pada indikator tangibles (Bukti Fisik). Perbedaan pada indikator reliability (Kehandalan) sebesar 17%, responsiveness (Daya Tanggap) sebesar 16%, assurance (Jaminan) sebesar 16%, empathy (Empati) sebesar 20%, sedangkan pada indikator tangibles (Bukti Fisik) lebih baik Kabupaten Tangerang dengan perbedaan sebesar 11%. Secara keseluruhan, Dinas Kependudukan dan Pencacatan Sipil Kota Tangerang lebih baik dibandingkan dengan Dinas Kependudukan dan Pencatatan Sipil Kabupaten Tangerang dengan perbedaan sebesar 12%. Perbedaan paling signifikan terdapat pada indikator empathy (Empati), hasil ini menunjukkan pentingnya kualitas pelayanan secara menyeluruh, khususnya pada indikator empathy (Empati) Dinas Kependudukan dan Pencatatan Sipil Kabupaten Tangerang perlu menyelenggarakan pelatihan khusus yang berfokus pada sifat empatik petugas pelayanan yang mencakup cara berkomunikasi yang baik, memahami perasaan masyarakat, dan memberikan layanan dengan penuh kepedulian. | ||||||
| Uncontrolled Keywords: | Comparative Study, Service Quality, Department Population and Civil Registration Studi Komparasi, Kualitas Pelayanan, Dinas Kependudukan dan Pencatatan Sipil | ||||||
| Subjects: | H Social Sciences > Public Administration | ||||||
| Divisions: | 06-Fakultas Ilmu Sosial dan Ilmu Politik > 63201-Program Studi Administrasi Publik 06-Fakultas Ilmu Sosial dan Ilmu Politik |
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| Depositing User: | Adil Purnama Enero | ||||||
| Date Deposited: | 04 Sep 2025 08:34 | ||||||
| Last Modified: | 04 Sep 2025 08:34 | ||||||
| URI: | http://eprints.untirta.ac.id/id/eprint/53564 |
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