KUALITAS PELAYANAN ADMINISTRASI E-KTP BERBASIS E-GOVERNMENT DI DINAS KEPENDUDUKAN DAN PENCATATAN SIPIL KABUPATEN ENDE PROVINSI NUSA TENGGARA TIMUR

PADI, TIBERTIUS (2023) KUALITAS PELAYANAN ADMINISTRASI E-KTP BERBASIS E-GOVERNMENT DI DINAS KEPENDUDUKAN DAN PENCATATAN SIPIL KABUPATEN ENDE PROVINSI NUSA TENGGARA TIMUR. Other thesis, IPDN.

Text TIBERTIUS PADI_30.1153_KUALITAS PELAYANAN ADMINISTRASI E-KTP BERBASIS E-GOVERNMENT DI DINAS KEPENDUDUKAN DAN PENCATATAN SIPIL KABUPATEN ENDE PROVINSI NUSA TENGGARA TIMUR.pdf Download (488kB)

Abstract

ABSTRACT Problems Statement/Background (GAP): there are several service indicators that still need improvement in their implementation. Where, there are still inadequate service support facilities and infrastructure as well as complaints from the public about e-government-based e-KTP administration services that are not maximized. Purpose: This study aims to identify and describe the Quality of e-Government-Based e-KTP Administration Services at the Department of Population and Civil Registration of Ende Regency. Method: used to analyze is descriptive qualitative method of assessing service quality according to the theory of Parasuraman, Zeithaml and Berry in Tjiptono which mentions 5 dimensions of service quality, namely: Reliability, Responsiveness, Assurance, Empathy, and Physical Evidence. Data obtained through observation, interviews and documentation. Data analysis techniques are carried out by reducing data, presenting data and drawing conclusions from what is obtained in the field. Results/Findings: Quality of e-Government-based e-KTP administration services at the Population and Civil Registration Office of Ende Regency, namely that so far it has not gone well, where there are still discrepancies that arise in the field. This is based on the availability of inadequate facilities and infrastructure. Conclusion: The quality of e-government-based e-KTP administration services at the Population and Civil Registration Service in Ende Regency and the priority for its realization is the addition of infrastructure and increasing the number of employees at the Population and Civil Registration Service in Ende Regency so that the quality of e-KTP administration services is e-based -government is not declining. Keywords: Service Quality, Administration, E-government ABSTRAK Permasalahan/Latar Belakang (GAP): ada beberapa indikator pelayanan yang masih membutuhkan peningkatan dalam pelaksanaannya. Dimana, masih ditemukan sarana dan prasarana penunjang pelayanan yang belum memadai serta keluhan dari masyarakat tentang pelayanan administrasi e-KTP berbasis e-government yang belum maksimal. Tujuan: Penelitian ini bertujuan untuk mengetahui dan mendeskripsikan Kualitas Pelayanan Administrasi e-KTP Berbasis e-government di Dinas Kependudukan dan Pencatatan Sipil Kabupaten Ende. Metode: yang digunakan untuk menganalisis adalah metode kualitatif deskriptif terhadap penilaian kualitas pelayanan menurut teori Parasuraman, Zeithaml dan Berry dalam Tjiptono yang menyebutkan 5 dimensi kualitas pelayanan, yaitu: Kehandalan, Ketanggapan, Jaminan, Empati, dan Bukti Fisik. Data yang diperoleh melalui observasi, wawancara dan dokumentasi. Teknis analisis data dilakukan dengan mereduksi data, menyajikan data dan menarik kesimpulan terhadap apa yang didapat dilapangan. Hasil/Temuan: Kualitas Pelayanan Administrasi e-KTP Berbasis e-government di Dinas Kependudukan dan Pencatatan Sipil Kabupaten Ende yaitu sejauh ini belum berjalan dengan baik, dimana masih ada ketidaksesuaian yang muncul di lapangan. Hal ini didasarkan pada ketersediaan sarana dan prasarana yang belum memadai. Kesimpulan: Kualitas Pelayanan Administrasi e-KTP Berbasis e-government di Dinas Kependudukan dan Pencatatan Sipil Kabupaten Ende dan yang diutamakan realisasinya yaitu Penambahan sarana prasarana dan pemanambahan jumlah pegawai pada Dinas Kependudukan dan Pencatatan Sipil di Kabupaten Ende agar kualitas pelayanan administrasi e- KTP berbasis e-government tidak menurun. Kata Kunci: Kualitas Pelayanan, Administrasi, E-government

Item Type:	Thesis (Other)
Subjects:	H Social Sciences > H Social Sciences (General)
Divisions:	Faculty of Goverment Management > Local Government Administration
Depositing User:	Administrasi Pemerintahan Daerah FMP
Date Deposited:	21 Jun 2023 02:31
Last Modified:	21 Jun 2023 02:31
URI:	http://eprints.ipdn.ac.id/id/eprint/15060

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