ANALISIS KUALITAS PELAYANAN ADMINISTRASI KEPENDUDUKAN
DI DESA NGEPER KECAMATAN PADANGAN KABUPATEN BOJONEGORO
ANALYSIS OF THE QUALITY OF POPULATION ADMINISTRATION SERVICES IN NGEPER VILLAGE, PADANGAN DISTRICT, BOJONEGORO REGENCY
ABSTRAK
Nama : M.Zaenal Arifin
NIM : 21040674318
Program Studi : S-1
Fakultas : Ilmu Sosial dan Hukum
Nama Lembaga : Universitas Negeri Surabaya
Pembimbing : Deby Febriyan Eprilianto, S.Sos., MPA
Berdasarkan pelayanan publik di Desa Ngeper Kecamatan Padangan Kabupaten Bojonegoro, peneliti melakukan penelitian, dengan judul: “Analisis Kualitas Pelayanan Administrasi Kependudukan di Desa Ngeper Kecamatan Padangan Kabupaten Bojonegoro”. Rumusan masalah pada penelitian ini adalah Bagaimanakah kualitas pelayanan adminisrasi kependudukan di Desa Ngeper Kecamatan Padangan Kabupaten Bojonegoro? Penelitian ini bertujuan untuk menganalisis kualitas pelayanan publik bidang administrasi kependudukan di Desa Ngeper Kecamatan Padangan Kabupaten Bojonegoro. Penelitian ini menggunakan metodologi dengan pendekatan deskriptif kualitatif, yang mempunyai karakteristik alami (natural setting) sebagai sumber data langsung. Kegiatan penelitian ini meliputi pengumpulan data, analisis data, interprestasi data, dan diakhiri dengan kesimpulan yang mengacu pada analisis data tersebut. Hasil penelitian menggambarkan bahwa: Secara umum kualitas pelayanan publik di Desa Ngeper Kecamatan Padangan Kabupaten Bojonegoro telah dilakukan dengan cukup baik berdasarkan teori Zetthaml, Parassuraman dan Berry (dalam Hardiansyah, 2011) yang meliputi bukti fisik, reliabilitas, daya tanggap, jaminan, dan empati. Hasilnya dapat dilihat dari kemudahan masyarakat dalam pemenuhan layanan, khususnya bidang administrasi kependududukan seperti: ketepatan waktu, kejelasan prosedur, dan kemudahan pengurusannya, Berdasarkan bukti fisik (Tangibles) di Desa Ngeper Kecamatan Padangan memiliki kelengkapan fasilitas layanan yang lengkap, juga kebersihan kantor desa memenuhi indikator sebagi pusat pelayanan masyarakat. Demikian halya dengan faktor Reabilitas (Reability) pemerintah desa berusaha menyelesaikannya secara akurat, cepat, tepat sesuai waktu yang ditetapkan atau dijanjikan. Juga dengan Daya tanggap (responsiveness), pemerintah desa telah merespon dan memiliki kemauan kuat untuk melayani masyarakat. Pada indikator Jaminan (Assurance) pemerintah desa bersikap saling menghargai dan menghormati Serta pada indikator Empati (empathy), pihak pemerintah desa sangat memahami kebutuhan masyarakatnya,
Kata Kunci: Kualitas Pelayanan Publik, Administrasi Kependudukan
ABSTRAC
Name : M. Zaenal Arifin
Registration Number : 21040674318
Study Program : S-1
Faculty : Ilmu Sosial dan Hukum
Institution Name : Universitas Negeri Surabaya
Advisor of Lecture : Deby Febriyan Eprilianto, S.Sos., MPA
Based on public services in Ngeper Village, Padangan District, Bojonegoro Regency, researchers conducted research, with the title: "Analysis of the Quality of Population Administration Services in Ngeper Village, Padangan District, Bojonegoro Regency." The formulation of the problem in this study is How is the quality of population administration services in Ngeper Village, Padangan District, Bojonegoro Regency? This study aims to analyze the quality of public services in the field of population administration in Ngeper Village, Padangan District, Bojonegoro Regency. This research uses a methodology with a qualitative descriptive approach, which has natural characteristics (natural setting) as a direct data source. This research activity includes data collection, data analysis, data interpretation, and ends with conclusions that refer to the data analysis. The results of the study illustrate that: In general, the quality of public services in Ngeper Village, Padangan District, Bojonegoro Regency has been carried out quite well based on the theory of Zetthaml, Parassuraman and Berry (in Hardiansyah, 2011) which includes physical evidence, reliability, responsiveness, assurance, and empathy. The results can be seen from the convenience of the community in fulfilling services, especially in the field of population administration such as: timeliness, clarity of procedures, and ease of management. Based on physical evidence in Ngeper Village, Padangan Subdistrict has complete service facilities, and the cleanliness of the village office meets the indicators as a community service center. Likewise, with the Reability factor, the village government tries to complete it accurately, quickly, precisely according to the time set or promised. Also with Responsiveness, the village government has responded and has a strong willingness to serve the community. In the Assurance indicator, the village government is respectful and respectful, and in the Empathy indicator, the village government really understands the needs of its people,
Keywords: Public Service Quality, Population Administrati