Sibuea, Rico Paulus (2022) KUALITAS PELAYANAN ADMINISTRASI KEPENDUDUKAN MELALUI APLIKASI SI D'NOK DALAM PENERBITAN AKTA KELAHIRAN DI DINAS KEPENDUDUKAN DAN PENCATATAN SIPIL KOTA SEMARANG PROVINSI JAWA TENGAH. Diploma thesis, Institut Pemerintahan Dalam Negeri.
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RICO PAULUS SIBUEA_I4_SKPS_KUALITASPELAYANANADMINISTRASIKEPENDUDUKANMELALUIAPLIKASISID'NOKDALAMPENERBITANAKTAKELAHIRANDIDINASKEPENDUDUKANDANPENCATATANSIPILKOTASEMARANGPROVINSIJAWATENGAH.pdf Download (425kB) | Preview |
Abstract
Problem Statement/Background (GAP): This study focused on the problem of population administration services through the Si D’nOK application in the issuance of birth certificates. These include community complaints that are not handled, applications that are often error and public assessments of applications on play store pages that only get 1.6 points out of 5. Purpose: the purpose of this study is to find out and analyze the quality of population administration services through the Si D’nOK application in the issuance of birth certificates at the Population and Civil Registration Office of Semarang City, Central Java Province. Method: This study uses qualitative descriptive methods with an inductive approach. The theory used in this research is the theory of quality of service by Zeithaml in Hardiansyah (2018:63-64). The selection of informants uses purposive sampling and snowball sampling. Data collection techniques are carried out by observation, interviews and documentation. The data is then analyzed with Miles and Huberman's analysis techniques in Sugiyono (2017: 246) which consists of data reduction, data presentation and conclusion drawing. Result: Based on the results of the analysis, the findings obtained by the authors in this study are application responses that are still slow so that it makes it difficult for the public in the process of submitting birth certificate documents and still lacking responsiveness of officers in responding to applicant complaints. Meanwhile, officers have been careful in issuing birth certificates, there are clear operational standards of procedures and 5S culture (Senyum, Salam, Sapa, Sopan and Santun) by officers in serving the community. Conclusion: The quality of population administration services through the Si D’nOK application is measured from tangible criteria and responsiveness has not run well while if measured through reliability, assurance and empathy criteria have been running well. In order to improve the quality of service, it is recommended to respond quickly and appropriately to the community, develop applications, coordinate consistently with related agencies, optimize socialization in various media and improve the service queue system.
| Item Type: | Thesis (Diploma) |
|---|---|
| Subjects: | H Social Sciences > H Social Sciences (General) |
| Divisions: | Faculty of Goverment Management > Demography and Civil Registration Studies |
| Depositing User: | Studi Kependudukan dan Catatan Sipil FPM |
| Date Deposited: | 02 Jun 2022 07:41 |
| Last Modified: | 02 Jun 2022 07:41 |
| URI: | http://eprints.ipdn.ac.id/id/eprint/7222 |
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