Kualitas Pelayanan Pegawai Dalam Pembuatan E-Ktp Di Dinas Kependudukan dan Pencatatan Sipil Kutacane Aceh Tenggara

Abstract

Dinas Kependudukan dan Pencatatan Sipil (Disdukcapil) Kabupaten Aceh Tenggara adalah salah satu instansi pemerintahan yang bertugas untuk menyelenggarakan pelayanan publik salah satunya yaitu pelayanan publik E-KTP. Dalam penyelenggaraan pelayanan publik E-KTP di Dinas Kependudukan dan Pencatatan Sipil (Disdukcapil) Kabupaten Aceh Tenggara terdapat beberapa permasalahan yang dalam pelayanan sehingga mengakibatkan pelayanan kurang maksimal, diantaranya kurangnya dana dalam penyelenggaraan pelayanan publik E-KTP, dan saranan dan prasarana belum memadai, serta sering terjadinya kerusakan pada alat perekaman E-KTP serta masalah pada jaringan. Berdasarkan hal tersebut serta rumusan masalah yaitu, pertama bagaimana kualitas pelayanan publik E-KTP di Dinas Kependudukan dan Pencatatan Sipil Kabupaten Aceh Tenggara, dan kedua faktor-faktor apa saja yang menghambat pelayanan E-KTP di Dinas Kependudukan dan Pencatatan Sipil Kabupaten Aceh Tenggara. Adapun metode yang digunakan dalam penelitian ini yaitu kualitatif dengan instrument penelitian observasi, studi dokumentasi dan wawancara. Sedangkan analisis data yang digunakan deskriftif analisis. Hasil penelitian menunjukkan bahwa kualitas pelayanan publik E-KTP yang mengacu pada teori Zeithaml dari dimensi tangible (bukti fisik/sarana prasarana), realibility (kehandalan), responsiveness (ketanggapan), assurance (jaminan), empathy (empati) menunjukkan, kualitas pelayanan publik E-KTP di dinas kependudukan dan pencatatan sipil Kabupaten Aceh Tenggara sudah berjalan dengan baik dan pegawai sudah menjalankan tugas sesuai peraturan. The Department of Population and Civil Registration (Disdukcapil) of Southeast Aceh Regency is one of the government agencies tasked with providing public services, one of which is the E-KTP public service. In the implementation of E-KTP public services at the Population and Civil Registration Service (Disdukcapil) of Southeast Aceh Regency, there are several problems in service that result in less than optimal services, including lack of funds in the implementation of E-KTP public services, and inadequate facilities and infrastructure, and frequent occurrence of damage to the E-KTP recording device as well as problems with the network. Based on this and the formulation of the problem, first, how is the quality of E-KTP public services at the Southeast Aceh Regency Population and Civil Registration Service, and secondly what are the factors that hinder E-KTP services at the Southeast Aceh Regency Population and Civil Registration Service. The method used in this research is qualitative with observation research instruments, documentation studies and interviews. While the data analysis used descriptive analysis. The results showed that the quality of E-KTP public services which refers to Zeithaml's theory from the tangible dimension (physical evidence/infrastructure), realibility (reliability), responsiveness (responsiveness), assurance (guarantee), empathy (empathy) shows, the quality of public services The e-KTP at the population and civil registration office of Southeast Aceh Regency has been running well and employees have carried out their duties according to regulations.