ANALISIS KUALITAS PELAYANAN SISTEM INFORMASI ANTRIAN TERPADU (SIANTER) PADA PROSES PEREKAMAN E-KTP DI MAL PELAYANAN PUBLIK KABUPATEN SIDOARJO 

ANALYSIS OF THE SERVICE QUALITY OF THE INTEGRATED QUEUE INFORMATION SYSTEM (SIANTER) IN THE E-KTP RECORDING PROCESS AT THE PUBLIC SERVICE MALL OF SIDOARJO REGENCY

Penelitian ini bertujuan untuk mengetahui kualitas pelayanan Sistem Informasi Antrian Terpadu (SIANTER) pada proses perekaman e-KTP di Mal Pelayanan Publik Kabupaten Sidoarjo. Metode penelitian yang digunakan adalah penelitian deskriptif dengan pendekatan kualitatif. Penelitian deskriptif kualitatif merupakan penelitian yang bertujuan untuk menggambarkan dan mendeskripsikan peristiwa maupun fenomena yang terjadi di lapangan serta menyajikan data secara sistematis, faktual, dan akurat mengenai fakta-fakta atau fenomena yang diteliti. Pengumpulan data dilakukan melalui wawancara (interview), observasi, dan dokumentasi. Peneliti menggunakan triangulasi sumber untuk mengecek keabsahan data penelitian. Analisis data dalam penelitian ini menggunakan empat komponen, yaitu pengumpulan data, reduksi data, penyajian data, dan penarikan kesimpulan. Hasil penelitian menunjukkan bahwa kualitas pelayanan Sistem Informasi Antrian Terpadu (SIANTER) pada proses perekaman e-KTP di Mal Pelayanan Publik Kabupaten Sidoarjo berdasarkan teori kualitas pelayanan menurut Tjiptono dan Chandra (2016) menunjukkan sudah cukup baik, namun masih terdapat beberapa dimensi yang perlu diperhatikan dan diperbaiki, yaitu dimensi bukti fisik (tangibles), keandalan (reliability), dimensi daya tanggap (responsivenes). Peneliti memberikan rekomendasi agar kualitas pelayanan dapat ditingkatkan melalui optimalisasi sistem antrian, peningkatan sarana dan prasarana pendukung, serta penguatan kompetensi petugas pelayanan agar proses pelayanan perekaman e-KTP dapat berjalan lebih efektif dan efisien.

Kata Kunci : Kualitas Pelayanan, SIANTER, Pelayanan Publik, e-KTP, Mal Pelayanan Publik.

This study aims to examine the service quality of the Integrated Queue Information System (SIANTER) in the e-ID card (e-KTP) recording process at the Public Service Mall of Sidoarjo Regency. The research method employed is descriptive research with a qualitative approach. Qualitative descriptive research is intended to describe and explain events or phenomena occurring in the field and to present data systematically, factually, and accurately regarding the facts or phenomena under study. Data were collected through interviews, observation, and documentation. Source triangulation was applied to ensure the validity of the research data. Data analysis in this study was conducted through four components, namely data collection, data reduction, data display, and conclusion drawing.

The results of the study indicate that the service quality of the Integrated Queue Information System (SIANTER) in the e-KTP recording process at the Public Service Mall of Sidoarjo Regency, based on the service quality theory proposed by Tjiptono and Chandra (2016), is considered fairly good. However, several dimensions still require attention and improvement, particularly the dimensions of tangibles, reliability, and responsiveness. Therefore, this study recommends improving service quality through optimizing the queue management system, enhancing supporting facilities and infrastructure, and strengthening the competence of service personnel to ensure that the e-KTP recording service process can be carried out more effectively and efficiently.Top of Form

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Keywords: Service Quality, SIANTER, Public Service, e-KTP, Public Service Mall