Analisis Kinerja Pelayanan Publik pada KUA Kecamatan Dullah Selatan Kota Tual (Studi Di Bidang Pelayanan Pencatatan Nikah)
| Main Author: | Yusribau, Muhammad |
|---|---|
| Other Authors: | Universitas Terbuka |
| Format: | Article info application/pdf eJournal |
| Bahasa: | eng |
| Terbitan: |
Jurnal Administrasi Publik dan Birokrasi
, 2014
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| Online Access: |
http://pasca.ut.ac.id/journal/index.php/JAPB/article/view/43 http://pasca.ut.ac.id/journal/index.php/JAPB/article/view/43/43 |
Daftar Isi:
- ABSTRAK Penelitian ini mengkaji tentang kualitas kinerja pelayanan pencatatan nikah yang diselenggarakan oleh KUA Kecamatan Dullah Selatan Kota Tual berdasarkan 5 dimensi Servqual,Costumer Satisfaction Index dan Importance Performance Analysis. Berdasarkan Servqual gap, hasil penelitian menunjukkan bahwa pelayanan pencatatan nikah pada KUA Kecamatan Dullah Selatan masih memiliki kesenjangan yang cukup signifikan antara persepsi dan harapan pengguna layanan.Meskipun demikian secara keseluruhan penilaian masyarakat terhadap pelayanan pencatatan nikah sudah berada pada level cukup memuaskan. Sesuai dengan persepsi masyarakat, faktor-faktor yang harus menjadi prioritas untuk ditingkatkan meliputi ketepatan dan kejelasan jadwal pelayanan, keterjangkauan, kewajaran dan kejelasan rincian biaya pencatatan nikah, kesederhanaan prosedur dan alur pelayanan pendaftaran nikah, kompetensi petugas pelayanan, kecepatan dan ketepatan merespon permasalahan pengguna layanan, kepercayaan kepada pengguna layanan dan keramahan petugas. Faktor-faktor ini menjadi kunci keberhasilan kua Dullah Selatan untuk dapat meningkatkan kualitas pelayanan pencatatan nikah. Kata Kunci : Pelayanan Publik, Servqual, Pencatatan nikah, KUA. ABSTRACT This study examined the marriage registry service quality provided by the Office of Religious Affairs of South Dullah Sub-district, Tual City based on 5 Servqual dimensions, Customer Satisfaction Index and Importance Performance Analysis. Based on the Service Quality Gap, the result showed that the marriage registry service of the Office of Religious Affairs of South Dullah Sub-district still has a significant gap between users’ perception and expectation of the service although the general public’s assessment of the marriage registry service indicated a satisfactory level. The factors that should be the priority for improvement as perceived by the public include accuracy and clarity of the service schedule, the affordability, the reasonability and clarity of the marriage registry cost details, the simple procedure and the workflow of marriage registry service, the capacity of the service officers, the speed and accuracy of response to users’problems, the trust to users, and officers’ friendliness. These factors determined the success of the efforts of the Office of Religious Affairs of South Dullah to improve the quality of marriage registry service. Keywords : Public Services, Servqual, Marriage Registry, Office of Religious Affairs.