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All Journal Strukturasi: Jurnal Ilmiah Magister Administrasi Publik Jurnal Ilmu Pemerintahan, Administrasi Publik, dan Ilmu Komunikasi (JIPIKOM)
Tarigan, Eva Riyanti
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Humanities Social Sciences

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Kualitas Pelayanan Pengurusan Kartu Identitas Anak di Dinas Kependudukan dan Pencatatan Sipil Kabupaten Karo Tarigan, Eva Riyanti; Wulandari, Novita; Simamora, Beltahmamero
Jurnal Ilmu Pemerintahan, Administrasi Publik, dan Ilmu Komunikasi (JIPIKOM) Vol 6, No 1 (2024): JIPIKOM APRIL
Publisher : Universitas Medan Area

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31289/jipikom.v6i1.3005

Abstract

This paper analyzes the quality of Child Identity Card management services at the Karo Regency Population and Civil Registration Office. Referring to the theoretical framework of Zeithaml, Parasuraman, and Berry, this study evaluates five dimensions of service quality: tangible, reliability, responsiveness, assurance, and empathy. Data was collected through various methods such as observation, interviews, and documentation, then analyzed qualitatively. Research shows that services in Disdukcapil Karo Regency have reached optimal levels, but there are still shortcomings in several aspects such as the appearance and comfort of employees and speed of service. Supporting factors include quality human resources and innovation, while constraints are mainly related to lack of facilities, infrastructure, and personnel. This research provides valuable insights to improve the effectiveness of services at the institution
Kualitas Pelayanan Pengurusan Kartu Identitas Anak di Dinas Kependudukan dan Pencatatan Sipil Kabupaten Karo Tarigan, Eva Riyanti; Wulandari, Novita; Simamora, Beltahmamero
Strukturasi: Jurnal Ilmiah Magister Administrasi Publik Vol 6, No 2 (2024): Strukturasi: Jurnal Ilmiah Magister Administrasi Publik, September
Publisher : Universitas Medan Area

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31289/strukturasi.v6i2.4452

Abstract

This writing aimed to assess the quality of services for processing Child Identity Cards at the Office of Population and Civil Registration of Karo Regency. The theory employed was Zeithaml’s five dimensions of service quality. Data were gathered through observations, interviews, documentation, triangulation, and analyzed qualitatively. The study concluded that overall the theory had been implemented, however two aspects of the theory had not been executed effectively. Supporting factors included good humans resources, si telu sada inovation, and clear service standards. Inhibiting factors consisted of inadequate facilities, infrastructure and personnel.
Co-Authors Novita Wulandari Simamora, Beltahmamero