KUALITAS PELAYANAN PEMBUATAN SURAT ETERANGAN PENGGANTI KARTU TANDA PENDUDUK ELEKTRONIK DI DINAS KEPENDUDUKAN DAN CATATAN SIPIL KOTA PALEMBANG
Daftar Isi:
- The title of this research is the "Quality of Service Making Certificate of Electronic Public Identity replacementin the Office of Population and Civil Registration of Palembang City". The background of this research is based on the data population that has not yet made Certificate of Electronic Public Identity replacementthe as many as 1,272,489 residents. In carrying out the service is still experiencing problems such as errors in charging the population data, double rakam and network disruption that causes the input data is disrupted so that the Certificate of Electronic Public Identity replacementfails to print. Another problem in this research is the process of distributing atrian numbers outside office hours. The purpose of this study is to find out how the quality of service service of making a Certificate of Electronic Public Identity replacementin the Office of Population and Civil Registry of Palembang. This research uses quantitative method. This research uses Zeithaml theory in measuring in five dimensions of Quality of Service that is tangibles, realibility, responsiveness, assurance and empathy.Data collection techniques using questionnaires with the number of indicator items that exist in this study are 20 statements With a population of 200 people and samples taken as many as 66 people. Instrument variable work discipline has alpha coefficient value of 0.861 with r table of 0.345Respondents' response to physical evidence is less satisfied, reliability is quite satisfied, the ability to catch is not satisfied, the guarantee is less satisfied and empathy is quite satisfied. The result of the research shows that the Quality of Service of Population and Civil Registration of Palembang city is less satisfied because the service received in which the gap value of expectation is bigger to the received service that is 1.3 (xES-xPS> 1 then ES> PS: received). The results of this research recommend that should improve the service process such as the alertness of employees in providing services, timely warranty service, justice in providing services and speed of employees in providing services