Pelayanan Program Klampid New Generation (KNG) Dalam Rangka Memudahkan Administrasi Kependudukan di Kelurahan Ngagel Rejo Kota Surabaya. (Klampid New Generation (KNG) Program Services in Order to Facilitate Population Administration in Ngagel Rejo Subdistrict, Surabaya City).

Akbar, Muhammad Rafly (2023) Pelayanan Program Klampid New Generation (KNG) Dalam Rangka Memudahkan Administrasi Kependudukan di Kelurahan Ngagel Rejo Kota Surabaya. (Klampid New Generation (KNG) Program Services in Order to Facilitate Population Administration in Ngagel Rejo Subdistrict, Surabaya City). Undergraduate thesis, Universitas 17 Agustus 1945 Surabaya.

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Abstract

Tujuan dari penelitian ini adalah untuk mengetahui dan menganalisis pelayanan administrasi kependudukan di Kelurahan Ngagel Rejo Kota Surabaya. Penelitian ini merupakan penelitian deskriptif dengan menggunakan pendekatan kualitatif. Teknik pengumpulan data dalam penelitian ini menggunakan observasi, wawancara, dan dokumentasi. Teknik analisis data yang digunakan adalah dengan reduksi data, penyajian data dan penarikan kesimpulan. Key informan dalam penelitian ini adalah kasi pemerintahan dan pelayanan publik, staff pemerintahan dan masyarakat Kelurahan Ngagel Rejo. Penelitian ini menggunakan teori pelayanan publik dari Parassuraman yaitu dimensi tangibles, reliability, responsiveness, assurance, emphaty dengan beberapa elemennya. Hasil penelitian menunjukkan bahwa dimensi tangibles dengan elemen penampilan pegawai, kenyamanan tempat pelayanan dan penggunaan alat bantu sudah diterapkan dengan baik. Dimensi reliability dengan elemen kecermatan pegawai, kemampuan dan keahlian pegawai sudah baik. Dimensi responsiveness dengan elemen respon pegawai dan pelayanan cepat dan tepat sudah diterapkan. Dimensi assurance dengan elemen jaminan tepat waktu dan jaminan biaya sudah diterapkan sesuai keinginan masyarakat. Dimensi emphaty dengan elemen mendahulukan kepentingan kepentingan pengguna layanan, ramah, sopan santun, tidak diskriminasi sudah berjalan sesuai harapan masyarakat.

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