Pengaruh Kemudahan Prosedur Pelayanan dan Perilaku Petugas Pelayanan Terhadap Kualitas Pelayanan Penerbitan SKCK Melalui Responsiveness pada Polres Tapanuli Selatan

Abstract

Penelitian ini bertujuan untuk menganalisis pengaruh kemudahan prosedur pelayanan dan perilaku petugas pelayanan terhadap kualitas pelayanan penerbitan Surat Keterangan Catatan Kepolisian (SKCK) melalui dimensi responsiveness pada Polres Tapanuli Selatan. Kualitas pelayanan publik yang responsif menjadi tuntutan utama dalam meningkatkan kepercayaan masyarakat terhadap institusi kepolisian. Metode penelitian yang digunakan adalah pendekatan kuantitatif, dengan teknik pengumpulan data melalui kuesioner yang disebarkan kepada masyarakat pemohon SKCK. Data dianalisis menggunakan analisis regresi, baik secara parsial maupun simultan. Hasil penelitian menunjukkan bahwa kemudahan prosedur pelayanan berpengaruh positif dan signifikan terhadap kualitas pelayanan penerbitan SKCK melalui responsiveness. Selain itu, perilaku petugas pelayanan juga berpengaruh positif dan signifikan terhadap kualitas pelayanan melalui responsiveness. Secara simultan, kedua variabel independen tersebut terbukti memiliki pengaruh yang signifikan terhadap peningkatan kualitas pelayanan penerbitan SKCK. Temuan ini mengindikasikan bahwa penyederhanaan prosedur pelayanan yang didukung oleh perilaku petugas yang ramah, tanggap, dan profesional mampu meningkatkan daya tanggap pelayanan kepada masyarakat. Populasi penelitian terdiri atas 133 individu yang memenuhi kriteria sebagai konsumen milenial yang berdomisili di wilayah tersebut dan memiliki pengalaman atau ketertarikan terhadap produk ramah lingkungan. Data dianalisis menggunakan metode Partial Least Squares Structural Equation Modeling (PLS-SEM) melalui perangkat lunak SmartPLS versi 4.1.1.1.Penelitian ini menyimpulkan bahwa peningkatan kualitas pelayanan SKCK di Polres Tapanuli Selatan perlu dilakukan secara terpadu melalui perbaikan sistem prosedur pelayanan dan penguatan perilaku serta etika petugas pelayanan. Hasil penelitian ini diharapkan dapat menjadi bahan pertimbangan bagi pengambil kebijakan dalam upaya meningkatkan kualitas pelayanan publik di lingkungan kepolisian. This study aims to analyze the effect of service procedure convenience and service officers’ behavior on the quality of police clearance certificate (SKCK) issuance services through the responsiveness dimension at the South Tapanuli Police Resort. Responsive public service quality is a crucial requirement for enhancing public trust in police institutions. This research employs a quantitative approach, with data collected through questionnaires distributed to applicants for the Police Clearance Certificate (SKCK). The data were analyzed using regression analysis, both partially and simultaneously. The results indicate that service procedure convenience has a positive and significant effect on the quality of SKCK issuance services through responsiveness. In addition, service officers’ behavior also has a positive and significant effect on service quality through responsiveness. Simultaneously, both independent variables are proven to have a significant influence on improving the quality of SKCK issuance services. These findings suggest that simplifying service procedures, supported by friendly, responsive, and professional officer behavior, can significantly enhance service responsiveness to the community. The research population consisted of 133 individuals who met the criteria as millennial consumers residing in the region and having experience or interest in environmentally friendly products. The data were analyzed using the Partial Least Squares Structural Equation Modeling (PLS-SEM) method with SmartPLS version 4.1.1.1. This study concludes that improving the quality of SKCK services at the South Tapanuli Police Resort must be carried out in an integrated manner through the improvement of service procedure systems and the strengthening of officers’ behavior and service ethics. The findings are expected to provide valuable input for policymakers in efforts to enhance public service quality within the police institution.