ANALISIS KUALITAS PELAYANAN PADA DINAS KEPENDUDUKAN DAN PENCATATAN SIPIL KABUPATEN MUARA ENIM

Abstract

Public services at the Department of Population and Civil Registration of Muara Enim Regency have been running according to the expectations of the community, but in practice, there are still things that are not maximized according to the expectations of the community, the facilities, and infrastructure, namely the physical facilities for the service. The Department of Population and Civil Registration of Muara Enim Regency has provided services quickly and on time. However, for the procedure for recording and printing of e-KTP, it is not clear when the completion time is due to the data of the applicant's e-ID Recording and Printing is first verified to the Data Center (Database) of the Directorate General of Population and Civil Registration of the Ministry of Home Affairs of the Republic of Indonesia for the validation of the single recording data, the applicant is given proof of retrieval and will be notified via short message (SMS) and or via WhatsApp when finished. The Department of Population and Civil Registration of Muara Enim Regency has served service users and the community well. The officer also responds and responds to things asked by the community and provides directions related to these questions. The Department of Population and Civil Registration of Muara Enim Regency has also guaranteed the safety of the community or applicants. The guarantee that has been given by the service provider is related to the service provider's ability to provide a high level of trust to service users, and the trustworthiness of the employees. If service users have been given this guarantee, then this will foster trust and satisfaction in customers with the services provided. Employees at the Department of Population and Civil Registration of Muara Enim Regency are polite, kind, and friendly in serving. Friendliness of officers is also carried out in response to criticism, suggestions, and input from the community. So, it can be seen that the employees in the office have implemented the principles of good service, especially in applying aspects of empathy.