Kualitas Pelayanan Administrasi Kependudukan di Dinas Kependudukan dan Pencatatan Sipil Kabupaten Mojokerto. (Quality of Population Administration Services at the Departement of Population and Civil Registration in Mojokerto Regency).

Setiavani, Eka Faradila (2023) Kualitas Pelayanan Administrasi Kependudukan di Dinas Kependudukan dan Pencatatan Sipil Kabupaten Mojokerto. (Quality of Population Administration Services at the Departement of Population and Civil Registration in Mojokerto Regency). Undergraduate thesis, Universitas 17 Agustus 1945 Surabaya.

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Abstract

The government as a public service provider is obliged to provide quality services to the community. Improving the quality of public services and community satisfaction is the main objective in the implementation of government bureaucracy. The government must always improve and continue to strive to improve the quality of public services that are oriented towards community satisfaction. This study aims to determine the Quality of Population Administration Services at the Departement of Population and Civil Registration in Mojokerto Regency, along with the supporting and inhibiting factors in its implementation. This study uses the theory of service standards according to Permenpan RB No. 19 of 2021. The type of research used is descriptive research using a qualitative approach. In the data collection process is done by means of observation, interviews, and documentation. Research sources were determined using a purposive sampling technique. To test the validity of the data, researchers used the source triangulation technique. While the data analysis technique is carried out through several stages, namely data reduction, data presentation, and drawing conclusions. The results of the study indicate that the quality of population administration services at the Departement of Population and Civil Registration in Mojokerto Regency has been running well and is implemented in accordance with applicable service standards. The services provided by the Departement of Population and Civil Registration of Mojokerto Regency so far have also been sufficient to provide satisfaction for the community, although there are still a number of service standard indicators that have not been fully implemented optimally, but for the rest the implementation has been good. Then, the factors that support the implementation of services include the existence of clear rules, as well as the abilities and skills of employees related to qualified competencies in providing services to the community. As for the inhibiting factors, including public awareness in completing the requirements needed when carrying out services, as well as problematic internet networks that cause the process of completing services to be hampered. Keywords: Public Service, Service Quality, Population Administration

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