ANALISIS KUALITAS PELAYANAN ADMINDUK MELALUI LAYANAN SAHAJA LEKAT: STUDI PADA KECAMATAN PARE KABUPATEN KEDIRI
ANALYSIS OF THE QUALITY OF ADMINISTRATION SERVICES THROUGH SAHAJA LEKAT SERVICE: A STUDY IN PARE SUB-DISTRICT, KEDIRI DISTRICT
Dukcapil Kabupaten Kediri meluncurkan program Sahaja Lekat (Satu Hari Jadi Lebih Dekat), yang bertempat di setiap kecamatan di Kabupaten Kediri, bertujuan memudahkan akses masyarakat ke kantor Dukcapil, tetapi persebaran informasi layanan masih kurang. Penelitian ini bertujuan mengukur kualitas layanan administrasi kependudukan pada layanan Sahaja Lekat.
Metode yang digunakan adalah mix method Sequential Eksplanatory dengan populasi 300 orang dan sampel 75 responden yang dipilih melalui teknik Simple Random Sampling. Teknik analisis data melalui perhitungan servqual dan diagram kartesius dengan teori kualitas layanan menurut Parasuraman, yang mengukur kualitas layanan berdasarkan lima dimensi: Tangible, Reliability, Responsiveness, Assurance, dan Empathy. Data dikumpulkan melalui kuesioner, observasi, dan wawancara.
Hasil penelitian menunjukkan bahwa dimensi tangible memuaskan dengan gap -0.29 karena sarana prasarana yang memadai namun masih kurangnya jumlah kursi dan ruang tunggu yang panas. Dimensi reliability memuaskan dengan gap -0.26 karena dokumen yang dihasilkan tanpa kesalahan tetapi cetakan kurang jelas, standar pelayanan jelas hanya pada instagram, dan kemampuan pegawai baik. Responsiveness cukup memuaskan dengan gap -0.44 karena penyebaran informasi masih kurang maksimal. Assurance memuaskan dengan gap -0.31 karena sebagian besar dokumen selesai dalam satu hari. Dimensi empathy sangat memuaskan dengan gap -0.2 karena pelayanan ramah dan komunikasi yang baik dari pegawai.
Oleh karena itu, perlu untuk menambah jumlah kursi dan printer serta melakukan maintenance pada komputer dan printer, serta melakukan persebaran informasi terkait layanan Sahaja Lekat.
Kata kunci: Kualitas layanan, Administrasi kependudukan, Sahaja Lekat
The Kediri District Dukcapil launched the Sahaja Lekat (One Day So Closer) program, which is located in each sub-district in Kediri District, aiming to facilitate community access to the Dukcapil office, but the distribution of service information is still lacking. This study aims to measure the quality of population administration services in the Sahaja Lekat service.
The method used is the Explanatory Sequential mix method with a population of 300 people and a sample of 75 respondents selected through the Simple Random Sampling technique. Data analysis techniques through servqual calculations and cartesian diagrams with service quality theory according to Parasuraman, which measures service quality based on five dimensions: Tangible, Reliability, Responsiveness, Assurance, and Empathy. Data were collected through questionnaires, observations, and interviews.
The results show that the tangible dimension is satisfactory with a gap of -0.29 because the infrastructure is adequate but there is still a lack of chairs and a hot waiting room. The reliability dimension is satisfactory with a gap of -0.26 because documents are produced without errors but the print is not clear, service standards are clear only on Instagram, and employee abilities are good. Responsiveness is satisfactory with a gap of -0.44 because information dissemination is still not maximized. Assurance is satisfactory with a gap of -0.31 because most documents are completed within one day. The empathy dimension is very satisfying with a gap of -0.2 because of friendly service and good communication from employees.
Therefore, it is necessary to increase the number of chairs and printers and perform maintenance on computers and printers, as well as disseminate information related to Sahaja Lekat services.
Keywords: service quality, population administration, Sahaja Lekat