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All Journal Faktor Exacta Abdimasku : Jurnal Pengabdian Masyarakat JURMATIS : Jurnal Manajemen Teknologi dan Teknik Industri PARADIGMA
Borman, Mohammad Riski
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Civil Engineering, Building, Construction & Architecture Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Electrical & Electronics Engineering Health Professions Industrial & Manufacturing Engineering Social Sciences

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Journal : PARADIGMA

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Pelayanan Pembuatan E-KTP Pada Dinas Kependudukan dan Pencatatan Sipil Kabupaten Sigi Devina, Adhe; Ardianti, Meri; Lufira, Lufira; Putri, Azmi Mardia; Nurhayati, Nurhayati; Mustainah, Mustainah; Kurnia, Intam; Haryono, Dandan; Borman, Mohammad Riski
PARADIGMA : Jurnal Administrasi Publik Vol. 4 No. 2 (2025)
Publisher : Sekolah Tinggi Ilmu Administrasi (STIA) Pembangunan Palu

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55100/paradigma.v4i2.77

Abstract

This study aims to evaluate the quality of services in issuing Electronic Identity Cards (e-KTP) at the Department of Population and Civil Registration of Sigi Regency based on the five dimensions of service quality in the SERVQUAL model: tangibles, reliability, responsiveness, assurance, and empathy. This research employs a qualitative approach with a descriptive type. Data were collected through observations, interviews, and documentation involving service officers and community members who were in the process of obtaining an e-KTP. Data analysis was conducted through data reduction, data presentation, and conclusion drawing using Miles and Huberman’s analytical technique. The results indicate that the quality of e-KTP services in Sigi Regency has not been fully optimal. In the tangibles dimension, service facilities are considered adequate; however, the waiting room is still narrow and uncomfortable, making it unable to accommodate the number of applicants during peak service hours. In the reliability dimension, services follow established procedures, but the stability of the Population Administration Information System (SIAK) network often experiences disruptions, slowing down the recording and printing processes of e-KTPs. In the responsiveness dimension, officers are deemed responsive and provide clear guidance to the public, although the speed of service completion is highly influenced by network conditions. In the assurance dimension, officers possess the necessary competence, behave politely, and are able to provide a sense of security through open and informative explanations of procedures. Meanwhile, in the empathy dimension, officers demonstrate a friendly attitude, are non-discriminatory, and provide attention to the needs of the community. The conclusion of this study shows that although officers have provided fairly good services, several aspects still need improvement, particularly regarding the enhancement of physical facilities and optimization of the SIAK network. More comprehensive improvement efforts are required so that e-KTP services in Sigi Regency can run more effectively, comfortably, and meet public service quality standards.
Kualitas Pelayanan Administrasi Pasien Di Puskesmas Singgani Kota Palu Rahman, Fathur; Maryam, Sinta; Agil, Muhammad; Desy, Desy; Adji, Vita Adonia; Mustainah, Mustainah; Kurnia, Intam; Haryono, Dandan; Borman, Mohammad Riski
PARADIGMA : Jurnal Administrasi Publik Vol. 4 No. 2 (2025)
Publisher : Sekolah Tinggi Ilmu Administrasi (STIA) Pembangunan Palu

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55100/paradigma.v4i2.78

Abstract

This study aims to analyze the quality of patient administration services at Singgani Health Center in Palu City using the five dimensions of SERVQUAL approach (tangibles, reliability, responsiveness, assurance, and empathy). Health centers as primary health care facilities require optimal administrative systems to support smooth health service delivery to the community. This research employs a descriptive qualitative method with data collection techniques through in-depth interviews, observation, and documentation. Research informants consisted of administrative staff, head of administration, and patients selected through purposive sampling. Data analysis used the Miles and Huberman model including data reduction, data presentation, and conclusion drawing. The results showed that the quality of administrative services has generally been running well with the dimensions of reliability, responsiveness, assurance, and empathy showing positive performance. Administrative staff were assessed as responsive, friendly, meticulous in recording, and able to provide special attention to patients. However, the tangibles dimension still requires improvement, especially regarding the comfort of the waiting room during increased patient volumes. This study recommends optimization of physical infrastructure, enhancement of human resource capacity, development of queue management systems, and strengthening of periodic service monitoring and evaluation
Co-Authors Adji, Vita Adonia Ardianti, Meri Dandan Haryono Desy Desy, Desy Devina, Adhe Endang Suhendar Farhana, Adinda Fathur Rahman Intam Kurnia Lufira, Lufira Masri Pradipto MUHAMMAD AGIL Mustainah Mappatoba Nurfida, Arifia Nurhayati Nurhayati Nursahim, Khabib Oktavian, Aditya Putri, Azmi Mardia Rosalina, Uki Aulia Sari, Tri Novia Sinta Maryam, Sinta Sri Hartini Tri Novita Sari, Tri Novita