Kualitas Pelayanan Publik Pengurusan Pendaftaran Nikah Di Kantor Urusan Agama Kecamatan Padang Bolak Kabupaten Padang Lawas Utara

Abstract

Sebagaimana dinyatakan dalam Keputusan Menteri Agama Nomor 517 Tahun 2001. Bahwa Kantor Urusan Agama diberi tugas melaksanakan sebagian tugas Kantor Kementerian Agama Kabupaten/Kota di bidang Urusan Agama Islam dalam wilayah Kecamatan, yang salah satunya melakukan pencatatan dan pelaporan pernikahan. Rumusan masalah dari penelitian ini untuk mengetahui kualitas pelayanan publik pendaftaran nikah di Kantor Urusan Agama (KUA) Kecamatan Padang Bolak, serta faktor penghambatnya. Penelitian ini menggunakan teori konsep kualitas pelayanan publik dari Zeithaml, Parasuraman dan Berry dalam Pasolong (2011:135) yang mana terdapat beberapa indikator penilaian, yakni; Bukti Langsung (Tangible), Kehandalan (Reliability), Daya Tanggap (Responsiveness), Jaminan (Assurance) dan Empati (Emphaty). Sedangkan untuk metode penelitian, menggunakan metode penelitian kualitatif bersifat deskriptif, dengan teknik pengumpulan data berupa wawancara, observasi, dan dokumentasi. Hasil penelitian ini menunjukan bahwa Kualitas Pelayanan Publik Pendaftaran Nikah Di Kantor Urusan Agama Kecamatan Padang Bolak sudah berjalan dengan baik, berdasarkan tolak ukur teori konsep kualitas pelayanan publik dari Zeithaml, Parasuraman dan Berry yang peneliti gunakan. Dan yang menjadi faktor penghambat kualitas pelayanan yakni; KUA Kecamatan Padang Bolak melayani dua kecamatan sekaligus, pengaplikasian laman Sistem Informasi Manajemen Nikah (SIMKAH) kadang terjadi kendala dan masalah. As stated in the Decree of the Minister of Religion Number 517 of 2001. That the Office of Religious Affairs was given the task of carrying out some of the duties of the Office of the Regency/City Ministry of Religion in the field of Islamic Religious Affairs in the Sub-district area, one of which was to record and report marriages. The formulation of the problem from this research is to determine the quality of marriage registration public services at the Office of Religious Affairs (KUA) Padang Bolak District, as well as the inhibiting factors. This study uses the theory of the concept of public service quality from Zeithaml, Parasuraman and Berry in Pasolong (2011:135) in which there are several assessment indicators, namely; Tangible, Reliability, Responsiveness, Assurance and Empathy. As for the research method, using a descriptive qualitative research method, with data collection techniques in the form of interviews, observations, and documentation. The results of this study indicate that the quality of the Public Service for Marriage Registration at the Office of Religious Affairs, Padang Bolak District, has been going well, based on the theoretical benchmark of the concept of public service quality from Zeithaml, Parasuraman and Berry that the researchers used. And the inhibiting factors for service quality are; KUA Padang Bolak District serves two sub-districts at once, the application of the Marriage Management Information System (SIMKAH) page sometimes causes problems and problems.