ANALISIS KUALITAS STANDAR PELAYANAN (STUDI KASUS : SAHAJA ONLINE (SATU HARI JADI) DINAS KEPENDUDUKAN DAN PENCATATAN SIPIL KABUPATEN KEDIRI)

QUALITY ANALYSIS OF SERVICE STANDARDS (CASE STUDY: ONLINE SAHAJA (ONE DAY FINISHED) POPULATION AND CIVIL REGISTRATION OFFICE OF KEDIRI DISTRICT)

Dispendukcapil Kabupaten Kediri melakukan inovasi layanan kependudukan Sahaja Online yang bertujuan untuk memudahkan dalam pelayanan adminduk. Penelitian ini bertujuan mendeskripsikan dan menganalisis Kualitas Standar Pelayanan Dispendukcapil melalui Sahaja Online. Penelitian mengacu PERMENPAN & RB RI Nomor 15 Tahun 2014. Jenis penelitian ini deskriptif dengan pendekatan kualitatif. Teknik pengumpulan data dengan observasi, wawancara, dan dokumentasi. Teknik analis data dengan cara pengumpulan, reduksi, penyajian, dan verifikasi data. Hasil penelitian menunjukkan komponen persyaratan cukup baik walau saat proses verifikasi masih sering terdapat kendala. Sistem, mekanisme, prosedur kurang baik sistem sering eror, mekanisme dan prosedur kurang luas penyebaran informasinya. Jangka waktu pelayanan, jaminan pelayanan kurang baik karena terdapat pengguna layanan yang mendapatkan jangka waktu lebih dari 1 hari. Biaya pelayanan tidak ada. Produk pelayanan sudah baik aplikasi terdapat berbagai menu pengajuan adminduk. Penanganan pengaduan sangat baik, pegawai tanggap menyikapi aduan. dasar hukum sudah ada landasan dalam pembuatan aplikasi, sarana prasarana sangat baik dan tampilan aplikasi mudah di pahami, pegawai berkompeten dan melaksanakan sesuai bidang serta jaminan kemanan pelayanan terjamin dan mempunyai evaluasi kinerja yang sangat baik. Dispendukcapil sudah sesuai standart pelayanan maupun pengelolaan, namun masih ada beberapa kendala dari sistem, mekanisme, prosedur, dan jangka waktu pelayanan.

The Dispendukcapil of Kediri Regency has innovated the Sahaja Online population service which aims to facilitate administrative services. This study aims to describe and analyze the Quality of Service Standards of Dispendukcapil through Sahaja Online. The research refers to PERMENPAN & RB RI Number 15 of 2014. This type of research is descriptive with a qualitative approach. Data collection techniques with observation, interviews, and documentation. Data analysis techniques by collecting, reducing, presenting, and verifying data. The results showed that the requirements component was quite good even though during the verification process there were still often obstacles. Systems, mechanisms, procedures are not good, the system is often erroneous, mechanisms and procedures are not widely disseminated information. Service period, service guarantee is not good because there are service users who get a period of more than 1 day. Service fees do not exist. Service products are good, the application has various administrative submission menus. Complaint handling is very good, employees are responsive to respond to complaints. The legal basis is the basis for making applications, the infrastructure is very good and the application display is easy to understand, employees are competent and carry out according to their fields and guaranteed security and have performance evaluations to meet needs. Dispendukcapil has met thestandards of service and management, but there are still some obstacles from the system, mechanism, procedure, and service period.