Analysis of Urban Community Perceptions and Expectations of the Quality of Population Administration Services in Prabumulih City

Authors

  • Sofwan Hadi Universitas Tamansiswa Palembang https://orcid.org/0000-0003-2178-8215
  • Bachtari Alam Hidayat Universitas Tamansiswa Palembang
  • Azwar Agus Universitas Tamansiswa Palembang

Keywords:

Service Quality, Administration, Population, Civil Registration

Abstract

As a service provider to the public, the government must maintain the quality of its services. Quality public service is one that can meet public satisfaction. This study aims to analyze the quality of population administration services at the Department of Population and Civil Registration in Prabumulih City. The research uses a descriptive method with a quantitative approach. Data were obtained from 100 respondents through convenience/accidental sampling. Data collection was carried out by distributing a questionnaire consisting of 25 statements on a Likert scale. This study assesses the public's perception of several service dimensions, including speed, clarity of fees, the friendliness of staff, as well as the reliability and available facilities. The results show that the service is rated good, with minimal differences between public expectations and perceptions. Factors such as speed, fee clarity, and staff friendliness contribute to satisfaction. However, the physical aspects and reliability still require improvement. Recommendations include upgrading the facilities and administrative tools used in the service, as well as providing regular training for staff to support more responsive service. These improvements are expected to enhance the overall service quality and increase public satisfaction.

Downloads

Download data is not yet available.

References

Ahmad, S. D. (2021). Juridical Review On Administrative Law And E-Ktp Implementation Practices At The District Level In Connection With Law Number 23 Of 2006. Jurnal Mantik, 5(36), 1429–1435. https://iocscience.org/ejournal/index.php/mantik/article/view/2235%0Ahttps://iocscience.org/ejournal/index.php/mantik/article/download/2235/1783

Aldiansyah, M. F., & Winarsih, A. S. (2022). Inovasi Pelayanan KTP Elektronik Melalui Aplikasi Temanggung Gandem pada Masa Pandemi COVID-19. Nakhoda: Jurnal Ilmu Pemerintahan, 21(1), 14–30. https://doi.org/10.35967/njip.v21i1.272

Anggraini, O. (2018). Pengaruh Penerapan Sistem Informasi Akuntansi Terhadap Kinerja Pegawai Kantor Kecamatan Tegalsari Kota Surabaya. Jurnal Ilmu dan riset Akuntansi 7(9)

Apriliana, A., & Sukaris, S. (2022). Analisa Kualitas Layanan Pada CV. Singoyudho Nusantara. Jurnal Maneksi, 11(2), 498–504. https://doi.org/10.31959/jm.v11i2.1246

Arsyadita, A., Haryanto, A. T., & Sugiyarti, S. R. (2023). Pelaksanaan Responsivitas Dalam Pelayanan Administrasi Kependudukan Di Desa Sraten Kecamatan Gatak Kabupaten Sukoharjo (Studi Kasus Responsivitas Dalam Pelayanan Adminsitrasi Kependudukan Di Desa Sraten Kecamatan Gatak Kabupaten Sukoharjo). Solidaritas: Jurnal Ilmu-Ilmu Sosial, 20.

Asrida, W. (2014). Pelayanan Publik Pada Pusat Kesehatan Masyarakat Kecamatan Marpoyan Damai Pekanbaru Tahun 2013. Nakhoda: Jurnal Ilmu Pemerintahan, 13(21). http://ascelibrary.org/doi/pdf/10.1061/(ASCE)0733-9410(1994)120:1(225)%0Ahttp://dx.doi.org/10.1016/j.conbuildmat.2013.07.024%0Ahttp://eprints.uanl.mx/5481/1/1020149995.PDF%0Ahttp://scholar.google.com/scholar?hl=en&btnG=Search&q=intitle:windenergie+report+

Bella, N., Kimbal, M. L., & Lapian, M. . (2017). Kualitas Pelayanan Publik Di Desa Lalumpe Kecamatan Motoling Kabupaten Minahasa Selatan. Jurnal Eksekutif, 1(1).

Eskalinda. (2021). Kualitas Pelayanan Kesehatan Di Puskesmas Enok Tembilahan Kabupaten Indragiri Hilir. MAP (Jurnal Manajemen Dan Administrasi Publik), 4(1), 28–40. https://doi.org/10.37504/map.v4i1.303

Hamrun, H., Harakan, A., Prianto, A. L., & Khaerah, N. (2020). Strategi Pemerintah Daerah Dalam Pengembangan Pelayanan Berbasis E-Government Di Kabupaten Muna. Nakhoda: Jurnal Ilmu Pemerintahan, 18(2), 64. https://doi.org/10.35967/jipn.v18i2.7808

Hidayat, B. A. (2022). Perubahan Paradigma Government menjadi Governance. In Good Governance (pp. 1–14). CV. Media Sains Indonesia.

Hidayat, B. A., Wicaksono, B., & Febrina, R. (2022). Leaf of Ananas Comosus L. Merr as an Innovation of Local Wisdom to Increase Income of Rural Communities. Proceedings of the International Conference on Sustainable Innovation on Humanities, Education, and Social Sciences (ICOSI-HESS 2022), 1, 193–201. https://doi.org/10.2991/978-2-494069-65-7

Hidayat, B. A., Yuliana, E., Wicaksono, B., Matara, K., Afriyanni, Wulandari, S. N., Amri, N. H., & Saksono, H. (2022). Objectives of Sustainable Development and Analysis of People’s Economy Improvement. Proceedings of the International Conference on Sustainable Innovation Track Humanities Education and Social Sciences (ICSIHESS 2021), 626(Icsihess), 182–186. https://doi.org/10.2991/assehr.k.211227.030

Hidayattullah, B. H. (2017). Kualitas Pelayanan Publik Bidang Administrasi Kependudukan Di Kecamatan Wonocolo Surabaya. JPAP: Jurnal Penelitian Administrasi Publik, 3(2), 734–739. https://doi.org/10.30996/jpap.v3i2.1253

Husin, C., Anggraini Sabar, L., Rumahorbo, J. S., Sulistyo, S., & Nasution, N. A. (2024). Pengaruh Keandalan (Reliability) Terhadap Kepuasan Pelanggan (Customer Satisfaction) Pada Bisnis Transportasi Online Grab (Studi Kasus Mahasiswa Manajeman Universitas Negeri Medan). Neraca Manajemen, Ekonomi, 5(8).

Kaengke, B. L., Tumbel, T. M., & Walangitan, O. (2022). Pengaruh Bukti Fisik, Kehandalan, Daya Tanggap, Jaminan, dan Empati terhadap Kepuasan Nasabah PT. Bank Rakyat Indonesia (BRI) Unit Tateli. Productivy, 3(3), 272–275.

Layn, A. S., & Layn, M. R. (2020). Analisis Transparansi Dan Akuntabilitas Pelayanan Publik Pada Kantor Kecamatan Leihitu Kabupaten Maluku Tengah. Jurnal Noken: Ilmu-Ilmu Sosial, 5(2), 73. https://doi.org/10.33506/jn.v5i2.977

Listyaningsih. (2014). Tingkat Kepuasan Masyarakat dalam Pelayanan Admistrasi Kependudukan di Kabupaten Lebak. Jurnal Administrasi Publik, 5(1), 245. http://digilib.unila.ac.id/4949/15/BAB II.pdf

Maulana, A. K., & Larasati, E. (2017). Analisis Kualitas Pelayanan Administrasi Kependudukan di kecamatan Klari Kabupaten Karawang. Journal Of Public Policy And Management Review, 6(1), 51–66. http://repositorio.unan.edu.ni/2986/1/5624.pdf%0Ahttp://fiskal.kemenkeu.go.id/ejournal%0Ahttp://dx.doi.org/10.1016/j.cirp.2016.06.001%0Ahttp://dx.doi.org/10.1016/j.powtec.2016.12.055%0Ahttps://doi.org/10.1016/j.ijfatigue.2019.02.006%0Ahttps://doi.org/10.1

Melinda, M., Syamsurizaldi, S., & Kabullah, M. I. (2020). Innovation of Online Population Administrative Services (PADUKO) by The Department of Population and Civil Registration of Padang Panjang City. Nakhoda: Jurnal Ilmu Pemerintahan, 19(2), 202–216. https://doi.org/10.35967/njip.v19i2.115

Mochtar, D., & Hadi, E. D. (2021). Responsivitas Pelayanan Publik (Studi Kasus Pelayanan Polres Rejang Lebong Terhadap Pengaduan Masyarakat). Student Journal of Business and Management, 4(2), 218–239.

Pritikawati, V. (2024). Kualitas Pelayanan Publik Bidang Administrasi Kependudukan di Kantor Kelurahan Manyar Sabarangan, Kecamatan Mulyorejo, Kota Surabaya. Jurnal Ilmu Administrasi Negara, 12(1).

Rahman, K. (2018). Pelayanan Pemerintahan Yang Bertanggung Jawab. Nakhoda: Jurnal Ilmu Pemerintahan, 16(2), 34. https://doi.org/10.35967/jipn.v16i2.5823

Rahmawati, Y., & Dwihartanti, M. (2016). The Public Services Quality in The Office of Population Administration and Civil Registration of Wonosobo. Jurnal Pendidikan Administrasi Perkantoran, 5(6).

Ramadani, R., Mahsyar, A., & Rasdiana. (2022). Responsivitas Penyelenggaraan Pelayanan Publik Di Dinas Kependudukan Dan Catatan Sipil Kabupaten Bone. Kajian Ilmiah Mahasiswa Administrasi Publik (KIMAP), 3(2).

Risalbi, H. H., Cikusin, Y., & Hayat, H. (2021). Responsivitas Pelayanan Publik Dinas Perhubungan Kota Malang terhadap Tingginya Tingkat Pengaduan Masyarakat. Nakhoda: Jurnal Ilmu Pemerintahan, 20(1), 93–105. https://doi.org/10.35967/njip.v20i1.135

Ristiani, I. Y. (2020). Manajemen pelayanan publik pada mall pelayanan publik di Kabupaten Sumedang Provinsi Jawa Barat. Coopetition, X(2), 165–178. http://download.garuda.kemdikbud.go.id/article.php?article=1768020&val=18895&title=Manajemen Pelayanan Publik Pada Mall Pelayanan Publik di Kabupaten Sumedang Provinsi Jawa Barat

Siregar, F. A. (2017). Akuntabilitas Dan Transparansi Dalam Pelayanan Publik Studi Pelayanan Kartu Tanda Penduduk Elektronik (E-KTP) di Kelurahan Belawan II Kecamatan Medan Belawan. Jurnal Publik Reform, 2(2).

Suheli, U., Kahar, F., Kasmawati, A., & Hum, M. (2015). Public Social Services At Panti Sosial Tresna Werdha “Gau Mabaji”, District of Gowa, Province of South Sulawesi, Indonesia. Procedia - Social and Behavioral Sciences, 211(11), 390–398. https://doi.org/10.1016/j.sbspro.2015.11.051

Suherry, Jenawi, B., Setyadiharja, R., A Karim, Z., Setyawan, F., & Angraini, R. (2020). Survey Kepuasan Masyarakat (Skm) Pada Badan Pendapatan Daerah Kabupaten Bintan. Nakhoda: Jurnal Ilmu Pemerintahan, 19(1), 102. https://doi.org/10.35967/jipn.v19i1.7849

Sunardi, S., Djazuli, A., Handayani, R. D., Hidayat, B. A., & Saksono, H. (2022). The Role of Human Development in Improving Local Government Performance Through Good Government Governance. Jurnal Bina Praja, 14(3), 571–582. https://doi.org/10.21787/jbp.14.2022.571-582

Triana, Y., Ulumudin, A., & Aida, N. (2019). Analisis Efektivitas Pelayanan E-Ktp di Kecamatan Cilawu Kabupaten Garut. Jurnal Pembangunan Dan Kebijakan Publik, 10(1), 25–34. https://doi.org/10.36624/jpkp.v10i1.33

Tryadi, A., & Muhajirin. (2021). Pengaruh Physical Evidence Terhadap Kepuasan Konsumen (Studi Kasus Di Surf Café Kota Bima). Journal Scientific of Mandalika, 2(7), 291–298. https://doi.org/10.36312/10.36312/vol2iss7pp291-298

Wardani, I. R., Umiyati, S., & Arieffiani, D. (2020). Kualitas Pelayanan Publik dalam bidang Administrasi Kependudukan (Studi Pelayanan KTP-el dan KK di Kantor Kecamatan Wringinanom Kabupaten Gresik). Jurnal Aplikasi Administrasi: Media Analisa Masalah Administrasi, 23(1), 39. https://doi.org/10.30649/aamama.v23i1.122

Wicaksono, B. (2016). Sistem Operasional Unit Pelayanan Terpadu Satu Atap ( UPTSA ) Sebagai Modal Pelayanan Sipil Dinas Perizinan Pemerintah Kota Yogyakarta. Nakhoda: Jurnal Ilmu Pemerintahan, 13(1), 33. https://doi.org/10.35967/jipn.v13i1.3219

Wilujeng, F. R., Rembulan, G. D., Andreas, D., & Tannady, H. (2019). Meningkatkan Kepuasan Pelanggan pada Dua Bisnis E-Commerce Terbesar di Indonesia dengan Menggunakan Analisis Servqual dan IPA. Prosiding Seminar Nasional Sains Dan Teknologi, 1–9.

Wulandari, N., Muftizar, A., Hidayat, B. A., & Intan, L. N. (2024). Identification and Strategies For Strengthening The Planning Capacity of Prabumulih City Potential Tourism Area. 5(5), 971–980.

Zamroni, Afifuddin, & Widodo, R. P. (2019). Kualitas Pelayanan Publik Pada Pelayanan Kependudukan Dan Catatan Sipil Di Kantor Keluran Dinoyo Kecamatan Lowokwaru Kota Malang (Studi Kasus Pada Kantor Kelurahan Dinoyo kecamatan Lowokwaru Kota Malang). Jurnal Respon Publik, 13(2), 75–82. http://www.riset.unisma.ac.id/index.php/rpp/article/view/2127

Published

2024-06-30

How to Cite

Hadi, S., Alam Hidayat, B., & Agus, A. (2024). Analysis of Urban Community Perceptions and Expectations of the Quality of Population Administration Services in Prabumulih City. Nakhoda: Jurnal Ilmu Pemerintahan, 23(1). Retrieved from https://nakhoda.ejournal.unri.ac.id/index.php/njip/article/view/697

Issue

Section

Articles

Similar Articles

1 2 3 4 5 > >> 

You may also start an advanced similarity search for this article.