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All Journal Jurnal Pustakawan Indonesia TELKOMNIKA (Telecommunication Computing Electronics and Control) JUTI: Jurnal Ilmiah Teknologi Informasi Jurnal Ilmu Komputer dan Agri-Informatika Journal of Telematics and Informatics JAM : Jurnal Aplikasi Manajemen Jurnal Teknologi Informasi dan Ilmu Komputer Journal of Consumer Science Seminar Nasional Informatika (SEMNASIF) Jurnal IPTEK-KOM (Jurnal Ilmu Pengetahuan dan Teknologi Komunikasi) Jurnal Pendidikan Informatika dan Sains Jurnal RESTI (Rekayasa Sistem dan Teknologi Informasi) Journal of Consumer Sciences Syntax Literate: Jurnal Ilmiah Indonesia Kinetik: Game Technology, Information System, Computer Network, Computing, Electronics, and Control Empowerment : Jurnal Pengabdian Masyarakat Jurnal Sistem Cerdas JGISE-Journal of Geospatial Information Science and Engineering Indonesian Journal of Electrical Engineering and Computer Science Journal of Information Technology and Its Utilization Jurnal Pustakawan Indonesia Jupiter Journal of Computer & Information Technology Xplore: Journal of Statistics IIJSE BACA: Jurnal Dokumentasi dan Informasi
Yani Nurhadryani
Departemen Ilmu Komputer Fakultas Ilmu Pengetahuan Alam, Institut Pertanian Bogor
Agriculture, Biological Sciences & Forestry Humanities Automotive Engineering Chemical Engineering, Chemistry & Bioengineering Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Dentistry Economics, Econometrics & Finance Education Electrical & Electronics Engineering Energy Engineering Environmental Science Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Mathematics Mechanical Engineering Physics Social Sciences Other

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Journal : Journal of Consumer Science

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Analysis of Service Quality Satisfaction of E-KTP Service at Public Administration and Civil Registration Office of Bogor District Rizq, Shafira; Djamaludin, Moh Djemdjem; Nurhadryani, Yani
Journal of Consumer Sciences Vol. 3 No. 2 (2018): Journal of Consumer Sciences
Publisher : Department of Family and Consumer Sciences, Faculty of Human Ecology, IPB University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29244/jcs.3.2.55-65

Abstract

The purpose of this study was to analyze the satisfaction of service quality in the E-KTP service of the Bogor District Population and Civil Registration Service. The design of this study was a cross-sectional study at Disdukcapil Bogor District. The method used in this study is Servqual, importance performance analysis (IPA), and customer satisfaction index (CSI) with 100 respondents selected using a convenience technique. The result of customer satisfaction index analysis shows that the community has been "quite satisfied" with a value of 61%, and is more inclined towards dissatisfaction. This is in accordance with the results of satisfaction using Servqual analysis (service quality), Disdukcapil's performance has not been able to meet the expectations of the community in almost all indicators, except the indicator "costs to be incurred". The indicator has a positive value, but is still small and close to zero, which is only 0.01. The results of importance performance analysis (IPA) indicate that there is a need to improve the indicators of ease of handling requirements, speed of service processes and facilities and physical condition of service office buildings.
Co-Authors A.Muh.Yakin Amin Aang Gunaidi Addini Yusmar Agus Buono Buono Ali Djamhuri Anak Agung Gede Sugianthara Anang Kurnia Anestya Ayunda, Winda Arif Imam Suroso Ariq Cahya Wardhana ASEP SAEFUDDIN Astri Fatimah Auzi Asfarian Auzi Asfarian Baba Barus Dean Apriana Ramadhan Dean Apriana Ramadhan Defina Desi Nadalia Desta Wirnas Elfrida Ratnawati Emilia Syafitri Eneng Tita Tosida Erika Nachrowi Erliza Hambali Fajar Delli Wihartiko Faqih Udin dan Jono M. Munandar Meivita Amelia Fatimah Ahmad, Hafidlotul Fatimah, Hilmi Azmi Fauzi, Luthfi Faishal Feby Tri Saputra Feriadi Feriadi, Feriadi Firman Ardiansyah Fryonanda, Harfebi Gunaidi, Aang Halimah Tus Sa'diah Hari Agung Adrianto Heru Sukoco HUSNUL KHOTIMAH I Gusti Ngurah Antaryama I Nyoman Rai Widartha Kesuma Indah Pratiwi Inne Larasati Inne Larasati Intan Purnamasari Irhamni . Irma Rosalina Irman Hermadi Julio Adisantoso Kesuma, I Nyoman Rai Widartha Kirana Nuryunita Kirana Nuryunita Luthfan Almanfaluthi Marizsa Herlina Moh Djemdjem Djamaludin, Moh Djemdjem Muhammad Naufal Farras Mastika Mulus, Rachmat Tauffan Neny Rosmawarni Noorlela Marcheta Nuryantika, Fitria Pudji Muljono Rahardiantoro, Septian Rahma Anisa Ratna Agustina, Ratna Ravie Kurnia Laday Rifai, Nur Azizah Komara Riyanto Rizq, Shafira Ryska Putri Madyasari Setyadi, Wawan Siti Zubaidah Sokoco, Heru Sony Hartono Wijaya Sony Wijaya Subhan Deni Hermawan Sukarna Sukarna Supriyadi Supriyadi Suskamiyadi Suskamiyadi Suskamiyadi Suskamiyadi Susy Katarina Sianturi Susy Katarina Sianturi Taufik Djatna Tiana, Ade Hikma Wahjuni, Sri Wijaya, Sony Winda Anestya Ayunda Wiradani Ramadhan Wulandari Wulandari Yunita Rahma Yusuf, Sri Malahayati