Kualitas Pelayanan Publik Bidang Administrasi Kependudukan (Studi pada pelayanan e-KTP) di Kecamatan Sukolilo Kota Surabaya. (Quality of Public Services in the Field of Population Administration (Case Study on e-KTP Services) in Sukolilo District, Surabaya City).

Soarubun, Johan (2023) Kualitas Pelayanan Publik Bidang Administrasi Kependudukan (Studi pada pelayanan e-KTP) di Kecamatan Sukolilo Kota Surabaya. (Quality of Public Services in the Field of Population Administration (Case Study on e-KTP Services) in Sukolilo District, Surabaya City). Undergraduate thesis, Universitas 17 Agustus 1945 Surabaya.

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Abstract

Kecamatan Sukolilo Kota Surabaya sebagai instansi pemerintah yang menyelenggarakan pelayanan publik di tingkat kecamatan. Sebagai perangkat daerah Kota Surabaya, Kecamatan Sukolilo merupakan unsur lini kewilayahnya yang kegiatannya bersifat operasional, memberikan pelayanan langsung kepada masyarakat. Sebagai sebuah organisasi publik yang terkait dengan pelaksanaan fungsi pelayanan, Kantor Kecamatan Sukolilo Kota Surabaya sebagai lembaga publik yang memberikan pelayanan perizinan dan non perizinan dituntut tingkat pelayanannya melalui peningkatan kualitas operasional para pegawai, karena kualitas pegawai yang tinggi akan mencerminkan kualitas organisasi secara keseluruhan. Tujuan dari penelitian ini adalah sebagai berikut: Untuk mengetahui kualitas pelayanan publik bidang adminitrasi kependudukan (studi kasus pelayanan e-ktp) di Kecamatan Sukolilo Kota Surabaya. Hasil penelitian ini membuktikan bahwa kualitas pelayanan publik lebih dominan memberikan pengaruh positif dan signifikan terhadap kepuasan masyarakat kerja pegawai berpengaruh positif dan signifikan terhadap kualitas pelayanan publik kedua variabel mempunyai hubungan fungsional yang berpola linear dan bersifat kontribusi. Kesimpulan yang di peroleh dari penelitian ini, bahwa Kualitas pelayanan publik bidang administrasi kependudukan pada pelayanan e-ktp di Kecamatan Sukolilo Kota Surabaya sudah dapat dikatakan baik, hal ini dikarenakan fasilitas yang disediakan sudah memadai dan respon yang baik dari pegawai dan daya tanggap pegawai yang sangat baik serta empati dari pegawai dalam menyelesaikan permasalahan di lapangan yang bertujuan untuk memberikan kepuasan pelayanan publik kepada masyarakat, akan tetapi ada hal yang perlu ditingkatkatkan yaitu permasalahan pada jaringan server sehingga mempengaruhi kualitas pelayanan.

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