ABSTRAK
Penelitian ini bertujuan untuk mengetahui kualitas pelayanan publik bidang administrasi kependudukan di Kelurahan Genteng. Penelitian ini adalah penelitian deskriptif dengan menggunakan pendekatan kualitatif. Teknik pengumpulan data dilakukan dengan teknik observasi, wawancara, dan dokumentasi.Â
Teknik analisis data yang digunakan adalah model interaktif. Hasil penelitian menunjukkan bahwa pelaksanaan kualitas pelayanan publik bidang administrasi kependudukan di Kelurahan Genteng dilihat dari aspek fasilitas fisik (tangible), kehandalan (reliability), daya tanggap (responsiveness), jaminan (assurance), empati (empathy) yaitu, bagian Pelayanan Umum di Kelurahan Genteng belum memenuhi fasilitas pelayanan yang memadai untuk memberikan pelayanan kepada masyarakat.Â
Masyarakat merasa puas dengan pelayanan yang di berikan Kelurahan Genteng dalam aspek reliability mengenai kehandalan dalam menangani setiap keluhan masyarakat. Pegawai dalam hal membantu masyarakat yang membutuhkan pelayanan khususnya masyarakat yang bingung dengan pelayanan sudah terlihat antara petugas dan pengunjung yang saling berkomunikasi. Keamanan di Kelurahan Genteng sudah menunjukan upaya meningkatkan kualitas pelayanannya terkait memberikan rasa aman bagi masyarakat.
Kata Kunci: Kualitas, Pelayanan Publik, Administrasi Kependudukan
ABSTRACT
This study aims to determine the quality of public services in the field of population administration in Genteng Village. This research is a descriptive research using a qualitative approach. Data collection techniques are carried out with observation, interview, and documentation techniques. The data analysis technique used is an interactive model.Â
The results showed that the implementation of the quality of public services in the field of population administration in Genteng Village was seen from the aspects of physical facilities (tangible), reliability (reliability), responsiveness (responsiveness), assurance (assurance), empathy (empathy), namely, the Public Service section in Genteng Village has not fulfilled adequate service facilities to provide services to the community.Â
The community is satisfied with the services provided by Kelurahan Genteng in terms of reliability regarding reliability in handling every community complaint. Employees in terms of helping people who need services, especially people who are confused about services, have been seen between officers and visitors who communicate with each other. Security in Genteng Village has shown efforts to improve the quality of its services related to providing a sense of security for the community.
Keywords:Â Quality, Public Service, Population Administration
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