Skripsi

FAKTOR-FAKTOR YANG MEMPENGARUHI KUALITAS PELAYANAN PUBLIK PADA DINAS KEPENDUDUKAN DAN PENCATATAN SIPIL KABUPATEN MUSI BANYUASIN

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Penilaian

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This research is based on the problems experienced by the service staff of the Automated Dukcapil Machine in providing services to the people of Musi Banyuasin Regency who have difficulty in processing population documents such as Family Cards, KTP-el, Child Identity Cards, Birth Certificates, Death Certificates and others. So that the Musi Banyuasin Regency Population and Civil Registration Office adopted an innovation from the Ministry of Home Affairs in the form of an Automated Dukcapil Machine which is shaped like an ATM machine to make it easier for people to take care of documents independently and assisted by service staff. This study uses the Service Quality Theory by Zeithaml, Parasuraman, and Berry (1988:26) with five indicators, namely: Tangibles (Physical Evidence), Reliability, Responsiveness, Assurance and Empathy. This research uses descriptive qualitative methods with data collection techniques in the form of documentation, observation and in-depth interviews. The results of this study indicate that the physical evidence of services with ADM machines in the form of buildings, facilities and infrastructure is available at the location. Furthermore, the reliability of service staff with fast and timely service. In terms of responsiveness of service staff in overcoming problems faced by users. The guarantee offered by providing trust and comfort. Empathically in the form of attention and care applied by service staff to meet the needs and interests of users. Keywords: Service Quality, Automated Dukcapil Machine, Service Staff

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Availability

Inventory Code	Barcode	Call Number	Location	Status
2407002168	T142048	T1420482024	Central Library (References)	Available but not for loan - Not for Loan

Detail Information

Series Title

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Call Number

T1420482024

Publisher

Indralaya : Prodi Ilmu Administrasi Publik, Fakultas Ilmu Sosial dan Politik., 2024

Collation

xvi, 124 hlm.; ilus.; 29 cm

Language

Indonesia

ISBN/ISSN

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Classification

304.607

Content Type

Text

Media Type

unmediated

Carrier Type

-

Edition

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Subject(s)

Kualitas Pelayanan
Prodi Ilmu Administrasi Publik

Specific Detail Info

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Statement of Responsibility

KA

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