Pengaruh Kualitas Pelayanan Penerbitan Kartu Identitas Anak Terhadap Kepuasan Masyarakat di Kabupaten Ende. (The Effect of the Quality of Child Identity Card Issuance Services on Public Satisfaction in Ende Regency).

Lima, Patrisius Lea Higo (2025) Pengaruh Kualitas Pelayanan Penerbitan Kartu Identitas Anak Terhadap Kepuasan Masyarakat di Kabupaten Ende. (The Effect of the Quality of Child Identity Card Issuance Services on Public Satisfaction in Ende Regency). Undergraduate thesis, Universitas 17 Agustus 1945 Surabaya.

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Abstract

The Child Identity Card (KIA) is an important population document that serves as a form of legal recognition of a child's status and a state effort to provide protection for children's civil rights from an early age. In Ende Regency, the effectiveness of public services in issuing KIA remains a focus, particularly regarding the quality of service directly experienced by the community. This study was conducted to determine the extent to which service quality influences the level of community satisfaction in the KIA issuance process. This study is based on the theory of public service quality with reference to five dimensions according to Zeithaml et al., namely: tangibles, reliability, responsiveness, assurance, and empathy. The method used is associative quantitative, with data collection techniques through questionnaires to 100 respondents who use KIA services. The data analysis technique used is simple linear regression, assisted by validity tests, reliability tests, and t-tests. The results of the study indicate that service quality has a positive and significant influence on community satisfaction. The most dominant dimension influencing satisfaction is the responsiveness of service officers. The community appreciates the ease of access and clarity of information, but still complains about waiting times and the availability of supporting facilities. This study concludes that improving service quality plays a significant role in building public satisfaction with public services, particularly in the issuance of Child ID Cards (KIA). Therefore, it is recommended that the Population and Civil Registration Office of Ende Regency improve staff training, expedite service flows, and provide more representative infrastructure to support excellent service

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