Pengaruh Pelayanan Klampid New Generation (KNG) Terhadap Kepuasan Masyarakat dalam Pembuatan Akta Kematian (Studi Kasus Kantor Kelurahan Pacar Kembang Kota Surabaya). (The Influence of Klampid New Generation (KNG) Services on Community Satisfaction in Making Death Certificates (Case Study of Pacar Kembang Village Office, Surabaya City)).

Mas'udah, Anisah Fatihatus (2023) Pengaruh Pelayanan Klampid New Generation (KNG) Terhadap Kepuasan Masyarakat dalam Pembuatan Akta Kematian (Studi Kasus Kantor Kelurahan Pacar Kembang Kota Surabaya). (The Influence of Klampid New Generation (KNG) Services on Community Satisfaction in Making Death Certificates (Case Study of Pacar Kembang Village Office, Surabaya City)). Undergraduate thesis, Universitas 17 Agustus 1945 Surabaya.

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Abstract

Public services are defined as all service activities carried out by the government to provide public services as an effort to meet the needs of service recipients and implement statutory provisions. Implementation of Public Services is a work unit within a government agency that provides services directly to recipients of public services. Efforts to have Klampid New Generation (KNG) help community services. The measure of the success of an organization in providing services depends on the satisfaction of service recipients. Good service is service that meets people's expectations and is of good quality based on the Guiding Principles for the Implementation of Public Services. According to the Decree of the Minister of Administrative Reform (KEPMENPAN) Number 63 of 2003 concerning General Guidelines for the Implementation of Public Administration Services, there are ten indicators for the quality of administrative services, namely: Simplicity; Clarity; Certainty of time; accuracy; Security; Responsibility; Completeness of Facilities and Infrastructure; Ease of Access; Discipline, courtesy, and friendliness; and Convenience. The research was conducted in the area of the Pacar Kembang Village, Surabaya. The purpose of this research is to find out and evaluate how much influence the ten indicators of service quality simultaneously or partially have on community satisfaction. The sample is 86 people who apply for death certificates. Data collection techniques were carried out through distributing questionnaires. The results of the research show Simplicity; Clarity; Certainty of time; accuracy; Security; Responsibility; Completeness of Facilities and Infrastructure; Ease of Access; Discipline, courtesy, and friendliness; and Convenience simultaneously and partially influence community satisfaction in making death certificates in the area of the Calon Kembang Village, Surabaya. Keywords : Public Service, Community Satisfaction, Klampid New Generation (KNG)

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