ESTD PERPUSTAKAAN UNTAD
ESTD PERPUSTAKAAN UNTAD
| JudulKUALITAS PELAYANAN PEMBUATAN KARTU KELUARGA DI DINAS KEPENDUDUKAN DAN PENCATATAN SIPIL KABUPATEN DONGGALA |
| Nama: KAUSAR |
| Tahun: 2024 |
| Abstrak ABSTRAK Kausar B40116060 with the title "Quality of Services for Making Family Cards at the Office of Population and Civil Registration of Donggala Regency" supervised by consultant I Drs. Muhammad Zain Syamsiah, M.Si and consultant II Syamsul Bahri, S.Sos., M.Sc The purpose of this study was to find out how the quality of service for making family cards at the population and civil registration services in Donggala district. This research uses descriptive research type and the basic qualitative research theory used is quality: tangibles, reliability, responsiveness, assurance, empathy (zethmahl, parasuraman and Berry). In this study the selection of informants was selected in two ways, namely purposively where the researcher deliberately chose people who were considered to understand the problem under study for the apparatus and the community. Based on the results of the study, it was shown that the service quality for making family cards at the Population and Civil Registration Office in Donggala Regency was not good enough. This can be seen from the five service quality indicators, Tangibles, Reliability, Responsiveness, Assurance, And Empathy. Two of them have not been fulfilled optimally, this can be seen from the Reability and Empathy variables that receive a poor response from the community, while three of them Tangibles, Responsiveness, and Assurance receive a fairly good response. Therefore, there are still things that need to be improved by service providers, such as not discriminating or discriminating, and the need to improve time discipline and the friendliness of officers in serving the community so that they are able to improve the quality of their services in order to achieve excellent service. Keywoards : Tangibles, Reliability, Responsiveness, Assurance, Emphaty. |