ABSTRAK

Siti Hidayatul Ferdiyanti. 2110413320063. 2025. Tingkat Kepuasan Masyarakat Terhadap Pelayanan Administrasi Kependudukan Berbasis E-Government Di Kecamatan Banjarbaru Selatan. Dibimbing oleh Gazali Rahman.

Penelitian ini bertujuan untuk mengetahui tingkat kepuasan masyarakat terhadap pelayanan administrasi kependudukan berbasis e-government di Kecamatan Banjarbaru Selatan serta mengidentifikasi faktor-faktor yang memengaruhinya. Latar belakang penelitian ini didasari oleh masih adanya keluhan masyarakat terkait kualitas pelayanan, seperti kondisi ruang perekaman E-KTP yang kurang layak dan server yang tidak memadai, yang berdampak pada efektivitas pelayanan. Penelitian ini menggunakan pendekatan kuantitatif dengan metode deskriptif. Teknik pengumpulan data dilakukan melalui kuesioner yang disebarkan kepada 79 responden menggunakan teknik purposive sampling. Data dianalisis dengan metode SERVQUAL untuk mengukur lima dimensi kualitas pelayanan: tangible, reliability, responsiveness, assurance, dan empathy. Hasil penelitian menunjukkan bahwa secara umum masyarakat cukup puas terhadap pelayanan administrasi kependudukan, meskipun masih terdapat beberapa gap negatif antara harapan dan kenyataan, khususnya dalam aspek keandalan dan sarana fisik. Penelitian ini merekomendasikan peningkatan kapasitas server dan perbaikan sarana fisik pelayanan untuk meningkatkan kualitas layanan publik secara menyeluruh.

Kata Kunci: Kepuasan Masyarakat, E-Government, Pelayanan Administrasi Kependudukan, Kualitas Pelayanan, SERVQUAL.

ABSTRACT

Siti Hidayatul Ferdiyanti. 2110413320063. 2025. Community Satisfaction Level Toward E-Government-Based Population Administration Services in Banjarbaru Selatan District. Supervised by Gazali Rahman.

This study aims to determine the level of community satisfaction with e-government-based population administration services in Banjarbaru Selatan District and to identify the influencing factors. The background of the study is based on ongoing public complaints regarding service quality, such as the inadequate condition of the E-KTP recording room and insufficient server capacity, which affect service effectiveness. The research uses a quantitative approach with a descriptive method. Data collection was conducted through questionnaires distributed to 79 respondents using purposive sampling. The data were analyzed using the SERVQUAL method, which measures five dimensions of service quality: tangible, reliability, responsiveness, assurance, and empathy. The results show that, in general, the public is fairly satisfied with the population administration services, although there are still negative gaps between expectations and reality, particularly in the aspects of reliability and physical facilities. This study recommends improving server capacity and upgrading physical infrastructure to enhance overall public service quality.

Keywords: Public Satisfaction, E-Government, Population Administration Services, Service Quality, SERVQUAL.