ANALISIS KUALITAS PELAYANAN PEMBUATAN E-KTP DI DINAS KEPENDUDUKAN DAN PENCATATAN SIPIL KOTA BEKASI

Abstract

Improving governance, particularly in the field of population administration, requires high-quality public services. The Population and Civil Registration Office (Disdukcapil) in Indonesia is tasked with issuing Electronic Identity Cards (E-KTP), which is a significant public service activity. Providing good service quality to increase public satisfaction and trust. This study aims to analyze service quality and analyze supporting and inhibiting factors for the Bekasi E-KTP service. This study uses the Kotler and Keller theory of reliability, assurance, responsiveness, empathy, and tangible evidence and the Albert and Zamke theory of Human Resources Factors, System Factors, Strategy Factors, and Customer Factors. This research methodology uses a qualitative method with the Bekasi City Disdukcapil research site as a data source through primary and secondary data with observation and interview techniques through purposive sampling. The research findings indicate that concerns about public dissatisfaction persist even after digitalization efforts using the E-Open program to streamline the service process. The inability of officers to promptly handle complaints, unclear service procedures, and limited human resources are some of the problems that hinder the efficiency of E-KTP issuance. To address these challenges, this study recommends that the Bekasi City Population and Civil Registration Service (Disdukcapil) improve staff competency through training, upgrade its technical systems, and enhance public communication. This is expected to increase public satisfaction by improving service quality.