Quality of Public Services in the Making of e-KTP at the Population and Civil Registration Office of Langkat Regency

Abstract

This study aims to analyze the quality of public services in creating e-KTP at the Population and Civil Registration Office (Disdukcapil) of Lalat Regency. The analysis was carried out based on Zeithaml's theory, which includes five service quality dimensions: tangible, reliability, responsiveness, empathy, and assurance. This study uses a qualitative descriptive method with data collection techniques through interviews, observations, and documentation of Disdukcapil officers and the community as service recipients. The study results show that the e- KTP-making service in Langkat Regency still faces obstacles, such as limited facilities and technological infrastructure, system disruptions that affect service reliability, long waiting times, and suboptimal responsiveness. In addition, attention to vulnerable groups is still inadequate. However, data security guarantees and transparent procedures have increased public trust. To improve the quality of service, it is recommended that infrastructure be improved, the number and training of officers increased, information technology systems optimized, and wider procedures socialized. This effort is expected to increase the efficiency and transparency of population administration in Lalat Regency. Penelitian ini bertujuan untuk menganalisis kualitas pelayanan publik dalam pembuatan e-KTP di Dinas Kependudukan dan Catatan Sipil (Disdukcapil) Kabupaten Lalat. Analisis dilakukan berdasarkan teori Zeithaml yang mencakup lima dimensi kualitas pelayanan: nyata, keandalan, daya tanggap, empati, dan jaminan. Penelitian ini menggunakan metode deskriptif kualitatif dengan teknik pengumpulan data melalui wawancara, observasi, dan dokumentasi terhadap petugas Disdukcapil dan masyarakat sebagai penerima pelayanan. Hasil penelitian menunjukkan bahwa pelayanan pembuatan e-KTP di Kabupaten Langkat masih menghadapi kendala, seperti keterbatasan sarana dan prasarana teknologi, gangguan sistem yang memengaruhi keandalan pelayanan, waktu tunggu yang lama, dan daya tanggap yang belum optimal. Selain itu, perhatian terhadap kelompok rentan masih kurang memadai. Namun demikian, jaminan keamanan data dan prosedur yang transparan telah meningkatkan kepercayaan publik. Untuk meningkatkan kualitas pelayanan, direkomendasikan agar infrastruktur ditingkatkan, jumlah dan pelatihan petugas ditingkatkan, sistem teknologi informasi dioptimalkan, dan prosedur disosialisasikan lebih luas. Upaya ini diharapkan dapat meningkatkan efisiensi dan transparansi administrasi kependudukan di Kabupaten Lalat.