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.
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Abstract
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.
| Item Type: | Thesis (S1) | |||||||||
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| Additional Information: | Fokus penelitian ini adalah kualitas pelayanan program optimalisasi pelayanan online KTP elektronik di Dinas Kependudukan dan Pencatatan Sipil Kota Serang. Permasalahan pada penelitian ini adalah terbatasnya sumber daya manusia pelaksana yang menyebabkan tidak efisiennya pelaksanaan pelayanan daring, belum optimalnya perubahan pelayanan administrasi kependudukan secara daring dimana tingkat literasi digital masyarakat masih rendah serta kurang meratanya sosialisasi ke beberapa lapisan masyarakat, dan masih kurangnya minat masyarakat tentang layanan daring serta kekhawatiran akan keamanan dan privasi dalam inovasi pengantaran e-KTP ke rumah masyarakat. Tujuan dilakukannya penelitian ini adalah untuk mengetahui seberapa besar tingkat kualitas pelayanan program optimalisasi pelayanan online KTP elektronik di Dinas Kependudukan dan Pencatatan Sipil Kota Serang. Metode penelitian ini menggunakan metode penelitian deskriptif dengan menggunakan pendekatan kuantitatif. Populasi dalam penelitian ini adalah masyarakat Kota Serang yang sudah memiliki KTP dan pernah melakukan pengurusan E-KTP di Dinas Kependudukan dan Pencatatan Sipil Kota Serang yang berjumlah 519.166 orang. Teknik pengambilan sampel menggunakan teknik Cluster Random Sampling dengan rumus Slovin sehingga sample dalam penelitian ini berjumlah 100 responden. Hasil penelitian ini menunjukkan bahwa terdapat tingkat kualitas pelayanan yang signifikan pada kualitas pelayanan program optimalisasi pelayanan online KTP elektronik dengan besarnya kualitas pelayanan mencapai 62,09%, . Saran dalam penelitian ini yaitu peningkatan infrastruktur teknologi dan sistem, terutama kapasitas server dan stabilitas akses layanan, agar sistem tetap optimal saat menghadapi lonjakan pengajuan, peningkatan literasi digital masyarakat, khususnya melalui sosialisasi dan pendampingan kepada kelompok masyarakat yang kurang akrab dengan teknologi, seperti lansia dan warga di wilayah pinggiran, pengembangan fitur layanan interaktif, seperti chatbot atau layanan pesan otomatis, untuk mempercepat komunikasi dan menjawab pertanyaan umum dari masyarakat, pelatihan berkelanjutan bagi petugas, khususnya dalam hal etika komunikasi digital dan pengelolaan sistem pelayanan online agar respons lebih cepat dan profesional, dan evaluasi rutin terhadap kepuasan masyarakat, guna memastikan bahwa pelayanan terus menyesuaikan dengan kebutuhan dan harapan publik yang dinamis. | |||||||||
| Uncontrolled Keywords: | Department of Population and Civil Registration in Serang City, Quality Service, Public Service, E-KTP Disdukcapil Kota Serang, Kualitas Pelayanan, Pelayanan Publik, KTP Elektronik. | |||||||||
| 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: | Syarifah Azsaria | |||||||||
| Date Deposited: | 04 Aug 2025 01:29 | |||||||||
| Last Modified: | 04 Aug 2025 01:39 | |||||||||
| URI: | http://eprints.untirta.ac.id/id/eprint/51469 |
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