KUALITAS PELAYANAN ADMINISTRASI

KEPENDUDUKAN MELALUI PROGRAM KARTU

KELUARGA (KK) BARCODE Dİ KELURAHAN KARAH

KOTA SURABAYA 

QUALITY OF POPULATION ADMINISTRATIVE SERVICES

THROUGH FAMILY CARD (KK) BARCODE IN KARAH

URBAN VILLAGE, SURABAYA CITY

Pelayanan administrasi kependudukan merupakan aspek

krusial dalam penyelenggaraan pemerintahan yang efisien dan

responsif terhadap kebutuhan masyarakat. Di era digital, kualitas

layanan publik berbasis teknologi menjadi tuntutan yang tidak

dapat dihindari. Salah satu inovasi dalam bidang ini adalah

layanan Kartu Keluarga (KK) Barcode yang diterapkan di Kelurahan

Karah, Kota Surabaya. Penelitian ini bertujuan untuk mengetahui

kualitas pelayanan administrasi kependudukan melalui layanan

KK Barcode di Kelurahan Karah Kota Surabaya.

Metode yang digunakan dalam penelitian ini adalah

kualitatif dengan pendekatan deskriptif. Fokus penelitian

menggunakan teori Tjiptono dengan lima indikator, yaitu bukti

fisik (tangibles), keandalan (reliability), daya tanggap

(responsiveness), jaminan dan kepastian (assurance & certainty), serta

empati (empathy). Teknik pengumpulan data menggunakan

observasi, wawancara, dan dokumentasi. Teknik analisis data

dengan pengumpulan data, reduksi data, penyajian data dan

penarikan kesimpulan.

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Hasil penelitian menunjukkan bahwa layanan KK Barcode

memberikan kemudahan dalam proses pengurusan dokumen

serta meningkatkan efisiensi waktu. Namun, masih ditemukan

beberapa kendala dalam pelaksanaannya, (1) Pada indikator bukti

fisik, sarana dan prasarana pelayanan kelurahan belum memadai

karena keterbatasan printer, kursi tunggu, papan informasi atau

pengumuman yang kadaluarsa serta ketiadaan banner informasi.

(2) Pada indikator keandalan, Penyedia layanan belum

menunjukkan keandalan karena karena keterbatasan wewenang

antara Dispendukcapil dan kelurahan serta staf pelayanan belum

melaksanakan pelatihan teknis khusus terkait program KK

Barcode. (3) Pada indikator daya tanggap, daya tanggap staf

kelurahan masih kurang karena belum mampu menjaga kecepatan

tanggap dalam mengatasi permasalahan warga saat antrean

melunjak sehingga respons terhadap masyarakat tidak terkendali.

(4) Pada indikator jaminan dan kepastian, ditemukan kurangnya

transparansi mengenai status dokumen administrasi

kependudukan serta belum adanya SOP tertulis Khusus yang

terstandarisasi tentang KK Barcode. (5) Pada indikator empati,

pegawai belum menunjukkan sikap empatik secara personal

terutama kepada kelompok rentan atau lansia serta warga yang

sedang mengalami kendala dalam pengurusan keadministrasian

sehingga belum sepenuhnya mengakomodasi seluruh lapisan

masyarakat.

Kata Kunci: kualitas pelayanan, KK barcode, administrasi

kependudukan, kualitas pelayanan

Population administration services are a crucial aspect of

efficient and responsive governance that meets the needs of the public. In

the digital era, quality technology-based public services has become an

unavoidable necessity. One such innovation is the Barcode Family Card

(KK Barcode) service implemented in Karah Sub-district, Surabaya City.

This study aims to examine the quality of population administration

services through the KK Barcode service in Karah Sub-district, Surabaya

City.

This research employs a qualitative method with a descriptive

approach. The focus of the study uses Tjiptono’s service quality theory,

which consists of five indicators: tangibles, reliability, responsiveness,

assurance & certainty, and empathy. Data collection techniques include

observation, interviews, and documentation. Data analysis techniques

involve data collection, data reduction, data presentation, and drawing

conclusions.

The results show that the KK Barcode service facilitates the

document processing procedure and improves time efficiency. However,

several implementation challenges were found: (1) In terms of tangibles,

the service infrastructure at the sub-district office is inadequate due to

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limited printers, waiting chairs, outdated information boards, and the

absence of information banners. (2) In terms of reliability, service

providers have not demonstrated reliability due to limited authority

between the Civil Registry Office (Dispendukcapil) and the sub-district

office, and staff have not received specific technical training related to the

KK Barcode program. (3) In terms of responsiveness, staff responsiveness

remains lacking as they are unable to maintain quick responses in

handling issues when queues surge, resulting in poor responsiveness to

residents. (4) In terms of assurance and certainty, there is a lack of

transparency regarding the status of population administration

documents, and no standardized written Standard Operating Procedures

(SOPs) specifically for the KK Barcode service exist. (5) In terms of

empathy, staff have yet to show personal especially towards vulnerable

groups or the elderly, as well as empathy toward residents facing

difficulties in administrative processes, thus failing to fully accommodate

all community groups.

Keywords: service quality, KK Barcode, population administration,

service quality