KUALITAS LAYANAN ADMINISTRASI KEPENDUDUKAN PADA DINAS KEPENDUDUKAN DAN PENCATATAN SIPIL KOTA MOJOKERTO 

ABSTRAK KUALITAS LAYANAN ADMINISTRASI KEPENDUDUKAN PADA DINAS KEPENDUDUKAN DAN PENCATATAN SIPIL KOTA MOJOKERTO Nama NIM : Farell Ramses Christfiant 22040674024 Program Studi : S1 Ilmu Administrasi Negara Fakultas : Fakultas Ilmu Sosial dan Ilmu Politik Nama Lembaga: Universitas Negeri Surabaya Pembimbing : Dr. Meirinawati, M.AP. Pelayanan administrasi kependudukan merupakan salah satu bentuk pelayanan publik yang memiliki peran strategis dalam menjamin hak administratif masyarakat serta mendukung tertib administrasi pemerintahan. Seiring dengan tuntutan reformasi birokrasi dan transformasi digital pelayanan publik, pemerintah daerah dituntut untuk meningkatkan kualitas layanan melalui pemanfaatan teknologi informasi. Dinas Kependudukan dan Pencatatan Sipil Kota Mojokerto menghadirkan inovasi layanan berbasis website “Pak Mo” sebagai upaya meningkatkan efektivitas, efisiensi, dan aksesibilitas pelayanan administrasi kependudukan. Namun demikian, dalam implementasinya masih ditemukan berbagai kendala teknis maupun non-teknis yang berpotensi memengaruhi kualitas pelayanan. Penelitian ini bertujuan untuk mendeskripsikan kualitas pelayanan administrasi kependudukan oleh Dispendukcapil Kota Mojokerto di MPP Gajah Mada. Penelitian ini menggunakan pendekatan kualitatif dengan teknik pengumpulan data melalui observasi, wawancara, dan dokumentasi. Informan penelitian terdiri atas pejabat Dispendukcapil, petugas pelayanan, serta masyarakat pengguna layanan administrasi kependudukan. Pelaksanaan pelayanan administrasi kependudukan masih menghadapi beberapa kendala, seperti keterbatasan pemahaman masyarakat terkait persyaratan administrasi, adanya dokumen masyarakat yang belum lengkap, serta keterbatasan sarana pendukung pelayanan pada waktu tertentu. Analisis kualitas pelayanan menggunakan lima dimensi kualitas pelayanan, yaitu tangible (bukti fisik), reliability (keandalan), responsiveness (daya tanggap), assurance (jaminan), dan empathy (empati). Hasil penelitian menunjukkan bahwa pada dimensi tangible dan reliability, pelayanan Dispendukcapil di MPP Gajah Mada telah berjalan dengan baik melalui ketersediaan fasilitas pelayanan dan penerapan standar operasional prosedur yang jelas. Namun, pada dimensi responsiveness masih ditemukan kendala terkait waktu respon terhadap beberapa permasalahan masyarakat. Pada dimensi assurance, pelayanan telah mampu memberikan jaminan keamanan data dan kepastian pelayanan kepada masyarakat. Sementara itu, pada dimensi empathy, petugas telah menunjukkan sikap ramah dan berupaya memahami kebutuhan masyarakat dalam proses pelayanan. Pemerintah Kota Mojokerto melalui Dispendukcapil perlu meningkatkan optimalisasi sarana pendukung pelayanan, memperkuat responsivitas petugas dalam menangani kendala pelayanan, serta meningkatkan sosialisasi kepada masyarakat terkait persyaratan administrasi kependudukan agar kualitas pelayanan publik dapat semakin meningkat. Kata kunci: Kualitas Pelayanan Publik, Administrasi Kependudukan, Mal Pelayanan Publik, Dispendukcapil, Brown, Pelayanan Digital.

ABSTRACT QUALITY OF POPULATION ADMINISTRATION SERVICES AT THE POPULATION AND CIVIL REGISTRATION SERVICE OF MOJOKERTO CITY Name NIM : Farell Ramses Christfiant 22040674024 Study Program : Bachelor of Public Administration Faculty : Faculty of Social and Political Sciences Institution Supervisor : Universitas Negeri Surabaya : Dr. Meirinawati, M.AP. Population administration services constitute a form of public service that plays a strategic role in safeguarding citizens’ administrative rights and supporting orderly governmental administration. In line with the demands of bureaucratic reform and the digital transformation of public services, local governments are required to enhance service quality through the utilization of information technology. The Department of Population and Civil Registration of Mojokerto City has introduced a website-based service innovation, “Pak Mo,” as an effort to improve the effectiveness, efficiency, and accessibility of population administration services. However, in its implementation, various technical and non-technical obstacles are still encountered, which may potentially affect the overall quality of service delivery. This study aims to describe the quality of population administration services provided by Dispendukcapil of Mojokerto City at MPP Gajah Mada. This study uses a qualitative approach with data collection techniques through observation, interviews, and documentation. Research informants consist of Dispendukcapil officials, service officers, and community members who use population administration services. The implementation of population administration services still faces several obstacles, such as limited public understanding regarding administrative requirements, incomplete community documents, and limited supporting service facilities at certain times. Service quality analysis uses five service quality dimensions, namely tangible, reliability, responsiveness, assurance, and empathy. The results show that in the tangible and reliability dimensions, Dispendukcapil services at MPP Gajah Mada have been running well through the availability of service facilities and the implementation of clear standard operating procedures. However, in the responsiveness dimension, there are still obstacles related to response time to several community problems. In the assurance dimension, services have been able to provide data security guarantees and service certainty to the community. Meanwhile, in the empathy dimension, officers have shown friendliness and have tried to understand community needs in the service process. The Government of Mojokerto City through Dispendukcapil needs to improve the optimization of service supporting facilities, strengthen officer responsiveness in handling service obstacles, and increase public socialization regarding population administration requirements so that the quality of public services can be further improved. Keywords: Public Service Quality, Population Administration, Public Service Mall, Dispendukcapil, Brown, Digital Services.