Analisis Kualitas Pelayanan Publik di Bidang e-KTP di Kelurahan Pahang Kecamatan Datuk Bandar Kota Tanjungbalai

Abstract

Public services provided by government agencies cannot meet the quality expected by the community. This is indicated by the persistence of various public complaints about service discrimination. This study aims to determine (1) the quality of public services in the City of Tanjungbalai Pahang Village Office, (2) Supporting and inhibiting factors of service in the City of Tanjungbalai Pahang Village. This research method is a descriptive study with a qualitative approach. Qualitative descriptive research is research that aims to describe and describe events and phenomena that occur in the field and present data systematically, factually, and accurately about facts or phenomena that occur in the field. Data collection is done by observation, interview, and documentation techniques. Researchers use source triangulation to check the validity of research data. Data analysis in this study uses three components consisting of data reduction, data presentation, and drawing conclusions. The results of this study indicate that (1) The quality of public services at the Pahang District Office of Tanjungbalai City has been applied Tangible, Reliability, Responsiveness, Assurance and Empathy dimensions along with its indicators. However, there are several indicators that have not been run in accordance with the wishes of the community, including the inconvenience of service places including incomplete facilities and infrastructure, employees who are not yet expert in using service aids and inhospitable employees in the service process. (2) An inhibiting factor in the implementation of public services in the Pahang Urban Office of Tanjungbalai City is the lack of employee resources and the lack of infrastructure. Whereas the supporting factor is the enthusiasm given by each other's employees, holding a coordination meeting or some kind of evaluation every three months and then providing an awareness of serving the community sincerely and in accordance with conscience. Another supporting factor is the presence of facilities in the form of tools to facilitate the service process. Author's suggestion that the City Government add facilities and infrastructure services in the village office, training for service employees and education for employees, especially in the field of service in order to know the importance of hospitality in serving the community.