Kualitas Pelayanan Publik Dalam Pembuatan Kartu Identitas Anak (KIA) di Kantor Camat Medan Timur

Abstract

Kualitas pelayanan ini dapat diartikan sebagai tingkat kepuasan masyarakat dalam menerima layanan, adapun permasalahan dalam memberikan pelayanan yaitu sebagian pegawai masih kurang ramah terhadap masyarakat, kurangnya hubungan interpersonal dalam komunikasi mengenai kebutuhan masyarakat serta kurangnya sarana dan prasarana yang tersedia dalam pelayanan di Kantor Camat Medan Timur. Tujuan penelitian ini untuk mengetahui kualitas pelayanan publik dalam pembuatan Kartu Identitas Anak (KIA) dan kendala dalam memberikan pelayanan publik di Kantor Camat Medan Timur. Metode penelitian ini menggunakan deskriptif kualitatif dengan teknik dan pengumpulan data melalui observasi, wawancara, dan dokumentasi dimana fokus penelitian ini didasarkan pada lima dimensi kualitas pelayanan menurut Zeithaml meliputi Tangible, Reliability, Responsiveness, Assurance, Empathy. Maka hasil penelitian tentang Kualitas Pelayanan Publik Dalam Pembuatan Kartu Identitas Anak (KIA) di Kantor Camat Medan Timur ini sudah menerapkan kelima dimensi tersebut terlihat dari beberapa indikator seperti Tangible yaitu tersedianya fasilitas dan spanduk persyaratan namun ruang tunggu terlalu sempit dan pendingin ruangan yang belum tersedia, lalu ada Reliability kehandalan dan kemampuan pegawai dalam melayani, lalu selanjutnya Responsiveness dalam menanggapi apa yang dibutuhkan, selanjutnya Assurance sopan dan santun dalam melayani masyarakat, dan Emphaty masih kurang baiknya komunikasi pegawai dalam melayani. The quality of this service can be interpreted as the level of community satisfaction in receiving services, while the problems in providing services are that some employees are still not friendly to the community, lack of interpersonal relationships in communication about community needs and the lack of facilities and infrastructure available in services at the East Medan District Head Office. The purpose of this study was to determine the quality of public services in making Child Identity Cards (KIA) and the obstacles in providing public services at the East Medan Sub-District Office. This research method uses descriptive qualitative techniques and data collection through observation, interviews, and documentation where the focus of this research is based on five dimensions of service quality according to Zeithaml including Tangible, Reliability, Responsiveness, Assurance, Empathy. So the results of research on the Quality of Public Services in Making Child Identity Cards (KIA) at the East Medan SubDistrict Office have implemented these five dimensions, which can be seen from several indicators such as Tangible, namely the availability of facilities and banner requirements but the waiting room is too narrow and the air conditioner is not yet available, then there is reliability, reliability and ability of employees in serving, then responsiveness in responding to what is needed, then assurance of being polite and courteous in serving the community, and empathy is still not good at communicating employees in serving.