Skripsi

KUALITAS PELAYANAN PEMBUATAN AKTA KEMATIAN PADA MASA PANDEMI COVID-19 DI DINAS KEPENDUDUKAN DAN PENCATATAN SIPIL KOTA PALEMBANG

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Penilaian

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This research is entitled "Quality of Service for Making Death Certificates During the Covid-19 Pandemic at the Population and Civil Registration Office of Palembang City". The background of this research is that there are complaints about messages from the applicant who have not been responded to by the service officer, the applicant is still confused about the WhatsApp contact issue that can be contacted for the service process, the lack of information about new service procedures during the Covid-19 pandemic and has not been provided. It's a comfortable place to wait for services outside the Office of Population and Civil Registration of Palembang City. The purpose of this study was to determine the quality of service for making death certificates during the Covid-19 pandemic at the Population and Civil Registration Office of Palembang City. This study uses a qualitative method. This study uses the theory of Zeithmal, Parasuraman and Berry which is measured in five dimensions of Service Quality, namely physical tangible, reliability, responsiveness, assurance and empathy. Data collection techniques used are observation, interviews, documentation and literature study and analyzed using ATLAS.ti software. From the results of research and discussion, it is concluded that The quality of service for making death certificates during the Covid-19 pandemic at the Palembang City Population and Civil Registration Service in the dimensions of tangible, reliability, assurance and empathy can be said to be good, although not optimal. Meanwhile, the responsiveness dimension of service quality is not good. The results of this study recommend that the Disdukcapil of Palembang City shouldneed to complete inadequate service facilities and infrastructure so that the service process can run smoothly, increase the number of supporting tools for service activities such as computers and internet networks, more intensively socialize service procedures during the Covid-19 pandemic online via whatsapp and be more responsive in responding service via whatsapp and need to re-regulate online service regulations via whatsapp in terms of responding to applicant questions on whatsapp and complaints if there are applicants who still feel uncomfortable about the service. Keywords: Service Quality, Population and Civil Registration Office of Palembang City, Death Certificate

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Availability

Inventory Code	Barcode	Call Number	Location	Status
2107004294	T54285	T542852021	Central Library (Referens)	Available but not for loan - Not for Loan

Detail Information

Series Title

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Call Number

T542852021

Publisher

Indralaya : Jurusan Ilmu Administrasi Publik, Fakultas Ilmu Sosial dan Politik., 2021

Collation

xiv, 123 hlm,: ilus.; 29 cm

Language

Indonesia

ISBN/ISSN

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Classification

300.607

Content Type

Text

Media Type

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Carrier Type

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Edition

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Subject(s)

Jurusan Ilmu Administrasi Publik
Organisasi dan Manajemen di Bidang Ilmu Sosial

Specific Detail Info

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Statement of Responsibility

MURZ

Other version/related

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