relation: https://eprints.untirta.ac.id/51469/
title: KUALITAS PELAYANAN PROGRAM OPTIMALISASI  PELAYANAN ONLINE KTP ELEKTRONIK DI DINAS  KEPENDUDUKAN DAN PENCATATAN SIPIL KOTA  SERANG
creator: MUCHDAH, SYARIFAH AZSARIA
subject: Public Administration
description: The focus of the study is Quality Service of the online e-KTP service optimization  program at the Population and Civil Registration Office of Serang City. The  problems in this study are the limited human resources of the implementers which  cause inefficient implementation of online services, the suboptimal changes in  online population administration services where the level of digital literacy of the  community is still low and the socialization to several levels of society is not evenly  distributed, and the lack of public interest in online services and concerns about  security and privacy in the innovation of e-KTP delivery to people's homes. The  purpose of this study was to determine the level of Quality Service of the online eKTP service optimization program at the Population and Civil Registration Office  of Serang City. This research method uses an descriptive research method using a  quantitative approach. The population in this study were the people of Serang City  who already had an E-KTP and had processed an E-KTP at the Population and  Civil Registration Office of Serang City, totaling 519,166 people. The sampling  technique used the Cluster Random Sampling technique with the Slovin formula so  that the sample in this study amounted to 100 people. The results of this study  indicate that there is a significant level of quality service in the quality service of  the electronic ID card online service optimization program with an quality service  of 62,09%. Suggestions in this study are improving technology and system  infrastructure, especially server capacity and service access stability, so that the  system remains optimal when facing a surge in applications, increasing digital  literacy in the community, especially through socialization and assistance to groups  of people who are less familiar with technology, such as the elderly and residents  in remote areas, developing interactive service features, such as chatbots or  automatic message services, to speed up communication and answer general  questions from the public, ongoing training for officers, especially in terms of  digital communication ethics and management of online service systems so that  responses are faster and more professional, and routine evaluation of public  satisfaction, to ensure that services continue to adapt to the dynamic needs and  expectations of the public.
date: 2025
type: Thesis
type: NonPeerReviewed
format: text
language: en
identifier: https://eprints.untirta.ac.id/51469/1/Syarifah%20Azsaria%20Muchdah_6661180006_Fulltext.pdf
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language: en
identifier: https://eprints.untirta.ac.id/51469/3/Syarifah%20Azsaria%20Muchdah_6661180006_02.pdf
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language: en
identifier: https://eprints.untirta.ac.id/51469/4/Syarifah%20Azsaria%20Muchdah_6661180006_03.pdf
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language: en
identifier: https://eprints.untirta.ac.id/51469/5/Syarifah%20Azsaria%20Muchdah_6661180006_04.pdf
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language: en
identifier: https://eprints.untirta.ac.id/51469/6/Syarifah%20Azsaria%20Muchdah_6661180006_05.pdf
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language: en
identifier: https://eprints.untirta.ac.id/51469/7/Syarifah%20Azsaria%20Muchdah_6661180006_Ref.pdf
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language: id
identifier: https://eprints.untirta.ac.id/51469/8/Syarifah%20Azsaria%20Muchdah_6661180006_Lamp.pdf
format: text
language: en
identifier: https://eprints.untirta.ac.id/51469/17/Syarifah%20Azsaria%20Muchdah_6661180006_01.pdf
identifier:   MUCHDAH, SYARIFAH AZSARIA  (2025) KUALITAS PELAYANAN PROGRAM OPTIMALISASI PELAYANAN ONLINE KTP ELEKTRONIK DI DINAS KEPENDUDUKAN DAN PENCATATAN SIPIL KOTA SERANG.  S1 thesis, UNIVERSITAS SULTAN AGENG TIRTAYASA.