Kinerja Pegawai Dalam Pelayanan Surat Keterangan Domisili Di Kantor Desa Namo Landur Kecamatan Namorambe Kabupaten Deli Serdang

Abstract

Penelitian ini bertujuan mengevaluasi kinerja pegawai dalam pelayanan surat keterangan domisili di Kantor Desa Namo Landur, Kecamatan Namorambe, Kabupaten Deli Serdang. Latar belakang penelitian adalah banyaknya keluhan masyarakat terhadap birokrasi daerah yang kurang responsif dan efisien. Kerangka teoritik menggunakan indikator kinerja menurut M. Manulang. Metode yang diterapkan bersifat kualitatif dengan teknik pengumpulan data melalui wawancara mendalam, observasi partisipatif, dan studi dokumentasi. Informan penelitian meliputi masyarakat pengguna layanan, kepala desa, sekretaris desa, dan staf pegawai. Hasil analisis menunjukkan bahwa kinerja pegawai dalam pemberian surat keterangan domisili belum optimal. Tiga faktor utama menghambat efektivitas pelayanan, yaitu (1) rendahnya disiplin kehadiran akibat kedekatan tempat tinggal dengan kantor, (2) kurangnya kesadaran pegawai akan prosedur baku, dan (3) keterbatasan kualitas serta kuantitas sumber daya manusia. Kondisi tersebut berdampak pada lamanya proses pelayanan dan menurunnya kepuasan masyarakat. This study aims to evaluate employee performance in providing domicile certificate services at the Namo Landur Village Office, Namorambe District, Deli Serdang Regency. The background of the study is the many complaints from the public about the less responsive and efficient regional bureaucracy. The theoretical framework uses performance indicators according to M. Manulang. The method applied is qualitative with data collection techniques through in-depth interviews, participatory observation, and documentation studies. Research informants include service users, village heads, village secretaries, and staff. The results of the analysis show that employee performance in providing domicile certificates is not optimal. Three main factors hinder the effectiveness of the service, namely (1) low attendance discipline due to the proximity of the residence to the office, (2) lack of employee awareness of standard procedures, and (3) limited quality and quantity of human resources. These conditions have an impact on the length of the service process and decreased public satisfaction.