KUALITAS PELAYANAN DALAM PENERBITAN E-KTP (STUDI PADA DINAS KEPENDUDUKAN DAN PENCATATAN SIPIL KABUPATEN BANDUNG BARAT)

Abstract

Public service is one of the manifestations of the function of the state apparatus as
servants of society and servants of the state. Public services become the benchmark of the
most tangible government performance because people can directly provide assessments
related to government performance based on the quality of the public services they
receive. In facing the current era of globalisation which is full of challenges and
opportunities, government performance as a public servant is required to be able to
provide the best service. These demands are growing along with the growing
understanding and awareness of citizens of the right to be served and the government's
obligation to meet their needs. This study aims to determine the quality of service in the
issuance of E-KTP at the Population and Civil Registration Office of West Bandung
Regency. The approach used in this research is descriptive research with a qualitative
approach. The results of this study indicate that, Population services at the Population
and Civil Registration Office of West Bandung Regency in order to realise excellent
service have carried out the principles of public service, namely tangible, reliability,
responsiveness, as well as assurance and empathy. but not yet optimally because there
are still some that are not excellent in service. Service principles that have not run
optimally include First; Assurance, Second; responsiveness, Third; Completeness of
facilities and infrastructure, Fourth; Empathy. The obstacles faced in the implementation
of e-KTP services in the context of community satisfaction are still many inadequate
waiting facilities and infrastructure, as well as in terms of ID card making procedures
often computer errors or officers are not immediately responsive to serving requests for
making resident ID cards. Efforts made in overcoming obstacles to the e-KTP service
process in community satisfaction through excellent service standards are to take action
to repair damaged facilities, and to coordinate in the context of providing information to
residents about making ID cards.