Quality of Public Services at the Population and Civil Registration Service at the Lamongan Regency Public Service Mall

        Pelayanan publik yang berkualitas merupakan kunci keberhasilan dari suatu negara mencapai kesejahteraan masyarakat sehingga perlu memperhatikan beberapa faktor dalam memperkuat kepercayaan masyarakat, meningkatkan kualitas hidup, dan mendukung kemajuan berkelanjutan. Disdukcapil di Mall Pelayanan Publik Kabupaten Lamongan menyampaikan pelayanan administrasi kependudukan berkualias, namun pada kenyataan di lapangan masyarakat mengeluhkan pelayanan yang diberikan Disdukcapil di Mall Pelayanan Publik Kabupaten Lamongan. Permasalahan terkait ketepatan pelayanan, respon pegawai mengahadapi keluhan yang kurang maksimal, ketepatan waktu dan informasi yang kurang bisa dijamin, serta kurangnya sarana prasarana dan kedisiplinan pegawai. Tujuan penelitian ini untuk menganalisis Kualitas Pelayanan Publik Disdukcapil di Mall Pelayanan Publik Kabupaten Lamongan. Fokus penelitian menurut Kotler dan Keller (2009) meliputi : Keandalan, Responsivitas, Jaminan, Empati, Wujud. Metode penelitian kualitatif deskriptif. Teknik pengumpulan data dari wawancara, observasi, dan dokumentasi. Analisis data yang digunakan pengumpulan data, reduksi data, penyajian data, dan penarikan kesimpulan. Hasil penelitian penerapan kualitas pelayanan yang diberikan Disdukcapil di Mall Pelayanan Publlik Kabupaten Lamongan terlaksana baik dari indikator Responsivitas dan Empati, namun belum optimal dari indikator Keandalan yaitu ketepatan pegawai memberikan pelayanan, Jaminan informasi pelayanan yang tidak konsisten, kurang memadainya sarana prasarana pelayanan serta kurang disiplinnya pegawai dalam melaksanakan tugas dan fungsinya dari indikator Wujud. Berdasarkan hasil penelitian adapun saran diperlukannya peningkatan sumberdaya manusia berupa pelatihan pengembangan kompetensi, peninjauan ulang terkait konsistensi informasi pelayanan, pembaruan infrastruktur penunjang pelayanan, dan meningkatkan kedisiplinan pegawai dengan memberikan sanksi yang jelas.

        Quality public service is the key to a country's success in achieving public welfare, so it is necessary to pay attention to several factors in strengthening public trust, improving the quality of life, and supporting sustainable progress. Disdukcapil at the Lamongan Regency Public Service Mall delivers quality population administration services, but in reality, the public complains about the services provided by Disdukcapil at the Lamongan Regency Public Service Mall. Problems related to the accuracy of service, employee responses to complaints that are less than optimal, timeliness and information that cannot be guaranteed, and lack of infrastructure and employee discipline. The purpose of the study was to analyze the Quality of Public Service of Disdukcapil at the Lamongan Regency Public Service Mall. The focus of the study according to Kotler and Keller (2009) includes: Reliability, Responsiveness, Assurance, Empathy, Form. Descriptive qualitative research method. Data collection techniques from interviews, observations, and documentation. Data analysis used data collection, data reduction, data presentation, and drawing conclusions. The results of the study on the implementation of service quality provided by Disdukcapil at the Lamongan Regency Public Service Mall were carried out well from the Responsiveness and Emphaty indicators, but were not optimal from the Reliability indicator, namely the accuracy of employees in providing services, inconsistent service information guarantees, inadequate service facilities and infrastructure, and lack of employee discipline in carrying out their duties and functions from the Form indicator. Based on the results of the study, there are suggestions for improving human resources in the form of competency development training, reviewing the consistency of service information, updating supporting service infrastructure, and improving employee discipline by providing clear sanctions.