ABSTRAK

Isna Natara Harahap, 2010413220007, 2023, Kualitas Pelayanan Publik Dalam Pembuatan Elektronik-Kartu Tanda Penduduk (E-KTP) Di Kecamatan Banjarmasin Timur Kota Banjarmasin, dibimbing oleh Jamaluddin.

Penelitian ini bertujuan untuk mengetahui Kualitas Pelayanan Publik Dalam Pembuatan Elektronik-Kartu Tanda Penduduk (E-KTP) Di Kecamatan Banjarmasin Timur Kota Banjarmasin. Metode yang dipakai kualitatif tipe deskriptif. Teori pada penelitian ini memakai teori kualitas pelayanan dari Zeithaml et. al yaitu Tangible, Reliablity, Responsiviness, Assurance dan Emphaty. Sumber informan yaitu Kepala Seksi Pelayanan Kependudukan Staf bidang pelayanan pembuatan E-KTP, Masyarakat. Data yang dihasilkan melalui observasi, wawancara, dan dokumentasi.

Hasil penelitian menunjukkan bahwa Kualitas Pelayanan Publik Dalam Pembuatan Elektronik-Kartu Tanda Penduduk (E-KTP) Di Kecamatan Banjarmasin Timur Kota Banjarmasin dilihat dari Dimensi Tangible (bentuk fisik), Reliablity (keandalan), Responsiviness (daya tanggap), Assurance (jaminan) dan Emphaty (empati) yang diterapkan dalam memberikan pelayanan sudah terjalan dengan cukup baik.

Berdasarkan hasil kesimpulan mengenai hasil temuan, saran yang dapat diajukan peneliti adalah peningkatan dan penambahan sarana prasarana pada tempat pelayanan seperti perbaikan AC, menambah jumlah kursi tunggu, pemasangan papan informasi mengenai syarat dan prosedur pembuatan, peningkatan jaringan server melalui kerjasama dengan provider jaringan untuk menghindari kendala proses pelayanan, penambahan jumlah tenaga kerja agar sebanding dengan banyaknya pemohon yang datang setiap harinya, peningkatan sikap empati dari petugas ketika melayani seperti memberi senyum salam sapa kepada masyarakat yang datang serta peningkatan kesadaran petugas untuk bersikap adil dan profesional dalam melayani pengguna layanan.

Kata Kunci: Tangible, Reliablity, Responsiviness, Assurance dan Emphaty

ABSTRACT

Isna Natara Harahap, 2010413220007, 2023, Quality of Public Services in Making Electronic Identity Cards (E-KTP) in East Banjarmasin District, Banjarmasin City, supervised by Jamaluddin.

This research aims to determine the quality of public services in making electronic identity cards (E-KTP) in East Banjarmasin District, Banjarmasin City. The method used is descriptive qualitative type. The theory in this research uses the service quality theory from Zeithaml et. al namely Tangible, Reliability, Responsiveness, Assurance and Emphaty. The source of the informant was the Head of the Population Services Section, Staff for E-KTP making services, the Community. Data generated through observation, interviews and documentation.

The results of the research show that the quality of public services in making electronic identity cards (E-KTP) in East Banjarmasin District, Banjarmasin City is seen from the dimensions of Tangible, Reliability, Responsiveness, Assurance and Emphaty which are applied in providing services have been implemented quite well.

Based on the conclusions regarding the findings, suggestions that researchers can put forward are improving and adding infrastructure at service locations such as repairing air conditioning, increasing the number of waiting chairs, installing information boards regarding manufacturing requirements and procedures, improving server networks through collaboration with network providers to avoid problems. service process, increasing the number of workers so that it is proportional to the number of applicants who come every day, increasing the empathetic attitude of officers when serving, such as giving a smile in greeting to people who come and increasing awareness of officers to be fair and professional in serving service users.

Keywords: Tangible, Reliablity, Responsiviness, Assurance and Emphaty