TINGKAT KEPUASAN MASYARAKAT TERHADAP PELAYANAN ADMINISTRASI KEPENDUDUKAN PADA KELURAHAN KETINTANG KOTA SURABAYA

THE LEVEL OF PUBLIC SATISFACTION WITH POPULATION ADMINISTRATION SERVICES IN KETINTANG VILLAGE, SURABAYA CITY

Pelayanan administrasi kependudukan merupakan pelayanan publik yang melayani masyarakat guna memenuhi kebutuhan dalam hal pencatatan, pengelolaan, penataan serta penerbitan dokumen kependudukan. Latar belakang penelitian ini yaitu adanya peningkatan nilai IKM  pelayanan publik Kelurahan Ketintang, namun kenyataan dilapangan pelayanan yang diberikan belum sesuai dengan harapan masyarakat, disebabkan sarana dan prasarana yang belum maksimal seperti kurangnya kursi ruang tunggu dan kondisi ruang tunggu yang suhunya panas karena tidak dilengkapi pendingin udara. Penelitian ini bertujuan untuk mengetahui tingkat kepuasan masyarakat terhadap pelayanan administrasi kependudukan pada Kelurahan Ketintang berdasarkan  Peraturan Menteri Pendayagunaan Aparatur Negara dan Reformasi Birokrasi Republik Indonesia Nomor 14 Tahun 2017 Tentang Pedoman Penyusunan Survei Kepuasan Masyarakat Unit Penyelenggara Pelayanan Publik.

Penelitian ini menggunakan metode deskriptif  kuantitatif, diukur menggunakan beberapa indikator yang meliputi : Persyaratan; Sistem, Mekanisme, dan Prosedur; Waktu Penyelesaian; Biaya/Tarif; Produk Spesifikasi; Jenis Pelayanan; Kompetensi Pelaksana, Perilaku Pelaksana; Penanganan Pengaduan, Saran dan Masukan; Sarana dan Prasarana. Lokasi dilakukannya penelitian yaitu Kelurahan Ketintang dengan populasi pengunjung perbulan selama 3 bulan terakhir (1 Januari - 31 Maret 2022) berjumlah 150 orang dan sampel sebesar 60 orang responden. Pada riset yang dilakukan, dua jenis sumber data yang berbeda dipakai meliputi: data sekunder serta primer. Proses pengumpulan data menggunakan observasi, kuesioner dan wawancara dan teknik analisa data meliputi: pengolahan dan  pengorganisasian data.

Hasil penelitian layanan administrasi kependudukan pada Kelurahan Ketintang Kota Surabaya berdasarkan perhitungan menggunakan 9 unsur diperoleh tujuh unsur dengan kategorikan B “Baik” yaitu: persyaratan; sistem, mekanisme, dan prosedur; waktu penyelesaian; produk spesifikasi jenis pelayanan; kompetensi pelaksana; perilaku pelaksana; penanganan, pengaduan, saran dan masukan. Nilai IKM tertinggi pada biaya (tarif) dengan nilai unsur 4,00 atau nilai IKM sebesar 100 dan dikategorikan A "Sangat Baik". Nilai IKM paling rendah yaitu sarana dan prasarana dengan nilai unsur 2,67 atau nilai IKM sebesar 66,67 dan dikategorikan C "Cukup". Namun secara keseluruhan nilai IKM pelayanan administrasi kependudukan pada Kelurahan Ketintang Kota Surabaya sebesar 81,37 atau dikategorikan B "Baik".

Oleh sebab itu, guna menjaga kepercayaan dan kenyamanan masyarakat akan adanya pelayanan administrasi kependudukan pada Kelurahan Ketintang maka pelayanan harus ditambahkan x-banner berisi prosedur layanan administrasi kependudukan, lebih teliti ketika masyarakat menginput data kependudukan, mengarahkan masyarakat untuk mengisi kotak saran, menambahkan kursi pada ruang dan pendingin udara serta dilakukannya perawatan pada alat kantor.

Population administration services are public services that serve the community to meet their needs in terms of recording, managing, structuring and issuing population documents. The background of this research is that there is an increase in the value of IKM for public services in the Ketintang Village, but in reality the services provided are not in accordance with the expectations of the community, due to the facilities and infrastructure that have not been maximized such as the lack of chairs in the waiting room and the condition of the waiting room where the temperature is hot because it is not equipped with air conditioning . The purpose of this study was to determine the level of public satisfaction with population administration services in the Ketintang Village based on the Regulation of the Minister of State Apparatus Empowerment and Bureaucratic Reform of the Republic of Indonesia Number 14 of 2017 concerning Guidelines for Compiling Public Satisfaction Surveys of Public Service Provider Units.

The type of research used in this research is a quantitative descriptive method, where the level of community satisfaction is measured using several indicators which include: Requirements; Systems, Mechanisms, and Procedures; Completion Time; Fees/Tariffs; Product Specifications; Kind of service; Executor Competency, Executor Behavior; Handling of Complaints, Suggestions and Feedback; Facilities and infrastructure. The location for the research was Ketintang Village with a monthly visitor population for the last 3 months (1 January - 31 March 2022) totaling 150 people and a sample of 60 respondents. In the research conducted, two different types of data sources were used including: secondary and primary data. The process of collecting data using observation, questionnaires and interviews. The data analysis techniques include: processing and organizing data.

The results of research on population administration services in the Ketintang Village of Surabaya City based on calculations using nine elements obtained seven elements with categorization B "Good" namely: requirements; systems, mechanisms, and procedures; turnaround time; product specification type of service; executor competency; executor behavior; handling, complaints, suggestions and feedback. In addition, the highest IKM score is at the cost (tariff) with an elemental value of 4.00 or an IKM value of 100 and categorized A "Very Good", while the lowest IKM score is facilities and infrastructure with an elemental value of 2.67 or an IKM value of 66 .67 and categorized C "Enough". However, the overall value of IKM population administration services in Ketintang Village, Surabaya City is 81.37 or categorized B "Good".

Therefore, in order to maintain the public's trust and comfort in the existence of population administration services in the Ketintang Village, the service must be added with an x-banner containing the procedures for population administration services so that the people of the Ketintang Village are not confused, be even more careful when the community inputs population data because it is very important and must match the data in one document with another, direct the public to fill out a suggestion box or survey so that if there is input it can be repaired and increased again, adding chairs (seats) in the air-conditioned waiting room by budgeting funds for additional seats and air conditioning so that people waiting for comfort and maintenance of service support office equipment so as to minimize damage.