Kualitas Pelayanan Administrasi Kependudukan pada Program Pelayanan Malam di Kecamatan Sambikerep Kota Surabaya

Survei kepuasan masyarakat terhadap Dispendukcapil Kota Surabaya dari 2020 dengan nilai 80,05 meningkat sampai tahun 2023 menjadi 95,64. Pemerintah Kota Surabaya menerbitkan Peraturan Walikota Surabaya Nomor 7 Tahun 2015 tentang Tambahan Jam Pelayanan Kepada Masyarakat di Kecamatan, Kelurahan, dan Puskesmas di Lingkungan Pemerintah Kota Surabaya. Implementasi pelayanan Malam di Kecamatan Sambikerep dilakukan mulai pukul

18.00 hingga pukul 20.00 WIB. Permasalahan yang terjadi selama ini di Kantor Kecamatan Sambikerep Kota Surabaya yakni terdapat gangguan teknis jaringan dan kurangnya sosialisasi yang masif. Tujuan penelitian ini mendeskripsikan terkait kualitas pelayanan pada Program Pelayanan Malam di Kecamatan Sambikerep. Jenis penelitian adalah deskriptif kualitatif. Fokus penelitian dalam penelitian ini menggunakan analisis teori menurut Kotler (2019) meliputi berwujud (tangible), keandalan (reliability), cepat tanggap (responsiveness), kepastian (assurance), dan empati (emphaty). Teknik pengumpulan data yakni observasi, wawancara, dan dokumentasi. Teknik analisis data yakni pengumpulan data, reduksi data, penyajian data, dan penarikan kesimpulan. Hasil penelitian menunjukkan yakni fasilitas fisik ruangan dan peralatan pelayanan telah tersedia dengan baik. Disertai dengan dukungan teknologi seperti aplikasi KNG, serta sistem pelaporan yang terhubung ke Dispendukcapil. Petugas dinilai tanggap, ramah, dan menjalankan SOP dengan baik, membuat warga merasa nyaman dan terbantu. Terdapat jadwal pelayanan tetap (Setiap Selasa malam) dan jaminan penyelesaian dokumen dengan cepat. Layanan bersifat proaktif dan inklusif, melalui RT/RW/KSH. Saran yang disampaikan adalah perlu adanya monitoring dan evaluasi secara berkala dengan melibatkan langsung masyarakat. Perlu ada sistem rotasi kerja, evaluasi beban kerja, serta insentif tambahan untuk petugas yang melayani di malam hari. Penguatan inovasi teknologi dan masifikasi sosialisasi Program Kecamatan Sambikerep.

The public satisfaction survey of the Surabaya City Population and Civil Registry Office from 2020 with a value of 80.05 increased to 95.64 in 2023. The Surabaya City Government issued Surabaya Mayor Regulation Number 7 of 2015 concerning Additional Service Hours for the Community in Districts, Urban Villages, and Health Centers within the Surabaya City Government. The implementation of Night services in Sambikerep District is carried out from 18.00 to 20.00 WIB. The problems that have occurred so far at the Sambikerep District Office, Surabaya City, are technical network disruptions and a lack of massive socialization. The purpose of this study is to describe the quality of service in the Night Service Program in Sambikerep District. The type of research is descriptive qualitative. The focus of the research in this study uses theoretical analysis according to Kotler (2019) including tangible (tangible), reliability (reliability), quick response (responsiveness), certainty (assurance), and empathy (empathy). Data collection techniques are observation, interviews, and documentation. Data analysis techniques are data collection, data reduction, data presentation, and drawing conclusions. The results of the study indicate that the physical facilities of the room and service equipment are well available. Accompanied by technological support such as the KNG application, and a reporting system connected to the Dispendukcapil. Officers are considered responsive, friendly, and carry out SOPs well, making residents feel comfortable and helped. There is a fixed service schedule (every Tuesday night) and a guarantee of fast document completion. Services are proactive and inclusive, through RT/RW/KSH. The suggestion given is that there needs to be regular monitoring and evaluation by directly involving the community. There needs to be a work rotation system, workload evaluation, and additional incentives for officers who serve at night. Strengthening technological innovation and mass socialization of the Sambikerep District Program.