Kualitas Pelayanan di Dinas Kependudukan dan Pencatatan Sipil Kabupaten Pontianak

KARLINA, Eka, Ely Susanto

2014 | Tesis | S2 Magister Administrasi Publik

ABSTRACT This thesis assesses the level and determinants of, the quality of public service delivery in the demography and civil records office, Pontianak district. To gauge public perception and assess the level of performance, the research uses mixed methods approach. Five dimensions of service quality that encompass tangibility, reliability, responsivenes, assurance and empathy, were used to determine the degree and determinants of public service quality. Data collection and analysis techniques included interview, observation, documentation and a survey. Based on the research findings, the level of public service delivery in demography and civil records office, Pontianak district, is far from expectations. Only empathy dimension was found to be in line with public expectations, while others (tangibles, reliability, responsivenes, assurance) were perceived to fall short of expectations. Meanwhile, based on the consumer satisfaction index, which was compiled using survey results, produced a magnitude of 74.94, which showed that public service perceive services fell into the modest (relatively good) category. Thus, service quality in the demography and civil records office, Pontianak district, continues to be hampered by sub optimal leadership, absence of standard operating procedures, service delivery system, insufficient quality and quantity of human resources, and inadequate facilities and infrastructure. To that end, there is need for improvement in various areas that include facilities and infrastructure, human resource competence and skill enhancement through training and education in the field of demography and civil records. Keywords: Quality Service, Satisfaction index, Mixed methods, Service delivery

Kata Kunci : Kualitas Pelayanan