Pengaruh Kualitas Pelayanan Kartu Identitas Anak terhadap Kepuasan Masyarakat Di Pulau Bawean Kabupaten Gresik (Studi pada Sistem Informasi Administrasi Kependudukan). The Influence of Child Identity Card Service Quality on Community Satisfaction on Bawean Island, Gresik Regency (A Study on the Population Administration Information System)

Rosalia, Mila (2025) Pengaruh Kualitas Pelayanan Kartu Identitas Anak terhadap Kepuasan Masyarakat Di Pulau Bawean Kabupaten Gresik (Studi pada Sistem Informasi Administrasi Kependudukan). The Influence of Child Identity Card Service Quality on Community Satisfaction on Bawean Island, Gresik Regency (A Study on the Population Administration Information System). Undergraduate thesis, Universitas 17 Agustus 1945 Surabaya.

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Abstract

Kualitas pelayanan publik masih menjadi isu strategis khususnya pada wilayah kepulauan seperti Pulau Bawean yang menghadapi tantangan geografis serta keterbatasan sarana dan prasarana pelayanan administrasi kependudukan. Pelayanan penerbitan Kartu Identitas Anak (KIA) pada Dispendukcapil Kabupaten Gresik dinilai belum sepenuhnya optimal, ditunjukkan dengan rendahnya respons petugas, ketidakseragaman perlakuan, dan keterlambatan dalam penyelesaian layanan. Kondisi ini menimbulkan kesenjangan antara pelayanan yang diharapkan dan yang diterima masyarakat. Penelitian ini bertujuan untuk mengetahui pengaruh kualitas pelayanan terhadap kepuasan masyarakat dalam pengurusan KIA di Pulau Bawean. Metode yang digunakan adalah kuantitatif dengan pendekatan deskriptif. Jumlah sampel sebanyak 100 responden, dan analisis data dilakukan menggunakan regresi linear sederhana melalui SPSS versi 27. Variabel kualitas pelayanan diukur menggunakan lima dimensi SERVQUAL (tangibles, reliability, responsiveness, assurance, empathy), sedangkan kepuasan masyarakat diukur berdasarkan sembilan indikator PermenPAN-RB Nomor 14 Tahun 2017. Hasil penelitian berdasarkan uji T menunjukkan bahwa kualitas pelayanan berpengaruh positif dan signifikan terhadap kepuasan masyarakat, menunjukkan bahwa kualitas pelayanan memiliki kontribusi yang sangat besar terhadap tingkat kepuasan masyarakat. Temuan lapangan menunjukkan bahwa item dengan nilai terendah pada variabel kualitas pelayanan adalah aspek empati (“petugas bersedia meluangkan waktu untuk membantu masyarakat secara pribadi”). Sementara pada variabel kepuasan masyarakat, skor terendah terdapat pada item “tidak ada keterlambatan dalam proses pelayanan”. Hal ini mengindikasikan bahwa petugas masih kurang merata dalam memberikan bantuan serta proses pelayanan belum sepenuhnya cepat dan tepat waktu. Secara keseluruhan, penelitian ini menyimpulkan bahwa kualitas pelayanan KIA di Pulau Bawean masih perlu ditingkatkan, terutama dalam hal profesionalitas petugas, pemerataan pelayanan, kecepatan proses, dan keandalan sistem digital. Hasil penelitian ini diharapkan dapat menjadi acuan bagi Dispendukcapil Kabupaten Gresik dalam melakukan evaluasi serta penguatan strategi peningkatan kualitas pelayanan administrasi kependudukan.

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