KOMPETENSI DALAM PERSPEKTIF PENYELENGGARAN PELAYANAN AKTE KELAHIRAN DI KABUPATEN BOGOR - Raden Oetje Subagdja (JURNAL ADMINISTRASI KANTOR, 2021)
Abstrak: Fenomena yang diangkat menjadi masalah penelitian adalah kualitas pelayanan Akta Kelahiran yang diselenggarakan oleh Dinas Kependudukan dan Catatan Sipil Kabupaten Bogor dan korelasinya dengan kompetensi. Penelitian dilaksanakan menurut positivist paradigm (study quantitative). Populasi penelitian adalah warga masyarakat yang pernah mengurus akta kelahiran serta warga masyarakat yang sedang mengurus akta kelahiran di Dinas Kependudukan dan Catatan Sipil Kabupaten Bogor. Warga masyarakat tersebut berada dalam wilayah RW pada 47 desa/kelurahan di Kecamatan Ciomas, Kecamatan Ciawi, Kecamatan Parung dan Kecamatan Citerureup. Sampel penelitian 386 responden diambil dari populasi sebanyak 1.115 orang dengan simple random sampling technique. Analisis data menggunakan Analisis SEM (Structural Equation Models Analysis) dan Analisis Distribusi Frekuensi. Hasil penelitian adalah berikut: Besarnya pengaruh Kompetensi terhadap Kualitas Pelayanan Akta Kelahiran ditentukan oleh tangible, reliability, responsiveness, assurance dan emphaty. Besarnya pengaruh tersebut mencapai 0,543, terbilang kurang kuat, positif dan signifikan. Adanya pengaruh yang demikian itu membuktikan bahwa di antara Kompetensi dengan Kualitas Pelayanan Akta Kelahiran terjalin suatu hubungan kausalitas (sebab-akibat) yang bermakna : apabila Kompetensi ditingkatkan atau meningkatkan, maka peningkatan tersebut diikuti dengan peningkatan kualitas pelayanan akta kelahiran. Dengan demikian, kualitas pelayanan akta kelahiran yang diselenggarakan oleh Dinas Kependudukan dan Catatan Sipil Kabupaten Bogor dapat ditingkatkan dengan meningkatkan, memperbaiki atau mengoptimalkan 15 indikator Kompetensi. Kata kunci: Kompetensi; Pelayanan; Empati; Masyarakat Sipil. Abstract: The phenomenon that was raised as a research problem was the quality of Birth Certificate services organized by the Population and Civil Registry Office of Bogor Regency and its correlation with competence. The research was carried out according to the positivist paradigm (quantitative study). The population of this research is residents who have taken care of birth certificates and residents who are currently taking care of birth certificates at the Department of Population and Civil Registry of Bogor Regency. The community members are located in RW areas in 47 villages in Ciomas District, Ciawi District, Parung District, and Citeureup District. The research sample of 386 respondents was taken from a population of 1,115 people using the simple random sampling technique. Analysis of the data using SEM (Structural Equation Models Analysis) and Frequency Distribution Analysis. The results of the study are as follows: The magnitude of the influence of Competence on the Quality of Birth Certificate Services is determined by tangible, reliability, responsiveness, assurance, and empathy. The magnitude of this influence reaches 0.543, which is considered less strong, positive, and significant. The existence of such an influence proves that between Competence and Quality of Birth Certificate Services there is a causal relationship (cause and effect) which means: if Competence is increased or increased, then the increase is followed by an increase in the quality of birth certificate services. Thus, the quality of birth certificate services provided by the Department of Population and Civil Registry of Bogor Regency can be improved by improving, improving, or optimizing 15 indicators of competence. Keywords: Competence; Service; Empathy; Civil Society.