Kepuasan Masyarakat Terhadap Kualitas pelayanan E-Ktp (Studi Di Kelurahan Kandangan Surabaya Barat)

Hermawan, Muhammad Reehan Sultan Joehanny (2024) Kepuasan Masyarakat Terhadap Kualitas pelayanan E-Ktp (Studi Di Kelurahan Kandangan Surabaya Barat). Bachelor (S1) thesis, Wijaya Kusuma Surabaya University.

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Abstract

Pelayanan publik dalam pembuatan Kartu Tanda Penduduk Elektronik (KTP-EL) merupakan aspek krusial dalam upaya pemerintah untuk memberikan layanan yang efektif, efisien, dan responsive kepada Masyarakat. KTP adalah dokumen identitas yang penting bagi setiap warga negara, dan proses pembuatannya memerlukan koordinasi yang baik antara berbagai instansi pemerintah terkait. Penelitian ini menggunakan metodologi penelitian deskriptif kualitatif yang bertujuan untuk menganalisis seperti apa kualitas pelayanan di kantor Kelurahan Kandangan Surabaya Barat dalam menangani proses pembuatan KTP. Metodologi penelitian ini melibatkan pengumpulan data melalui wawancara dengan pihak terkait, observasi langsung terhadap proses pelayanan. Hasil penelitian ini menunjukkan bahwa terdapat sejumlah tantangan dalam pelayanan publik pembuatan KTP-Elektronik, termasuk lamanya waktu tunggu, kurangnya informasi yang jelas kepada pemohon. Selain itu, penggunaan teknologi informasi dalam proses administrasi KTP masih belum optimal 100%, menyebabkan inefisiensi dan peningkatan resiko kesalahan data. Penelitian ini merekomendasikan perbaikan pada sistem pelayanan publik melalui penggunaan fasilitas yang lebih canggih , pelibatan aktif Masyarakat dalam pemantauan proses pembuatan KTP-Elektronik. Dengan demikian, diharapkan pelayanan publik pembuatan KTP dapat menjadi lebih cepat dan akurat, mendukung pencapaian tujuan pemerintah dalam memberikan pelayanan yang berkualitas kepada Masyarakat. Kata Kunci : KTP-Elektronik, pelayanan publik, kualitas pelayanan, ABSTRACT Public services in making Electronic Identity Cards (KTP-EL) are a crucial aspect of the government's efforts to provide effective, efficient, and responsive services to the community. KTP is an important identity document for every citizen and the process of making it requires good coordination between various relevant government agencies. This study uses qualitative descriptive research methodology which aims to analyze what the quality of service at the Kandangan West Surabaya Village office is like in handling the process of making KTP. The methodology of this study involves collecting data through interviews with related parties, and direct observation of the service process. The results of this study show that there are several challenges in the public service of making Electronic ID cards, including long waiting times and, lack of clear information to applicants. In addition, the use of information technology in the KTP administration process is still not 100% optimal, causing inefficiency and an increased risk of data errors. This study recommends improvements to the public service system through the use of more sophisticated facilities, and active involvement of the community in monitoring the process of making Electronic ID cards. Thus, it is hoped that public services for making KTPs can be faster and more accurate, supporting the achievement of government goals in providing quality services to the community. Keywords: Electronic ID Card, public service, service quality,

Item Type:	Thesis (Bachelor (S1))
Uncontrolled Keywords:	KTP-Elektronik, pelayanan publik, kualitas pelayanan,
Subjects:	J Political Science > JC Political theory J Political Science > JF Political institutions (General) J Political Science > JS Local government Municipal government
Divisions:	Faculty of Social and Political Sciences > Polotical Science Study Program
Depositing User:	Uwks Reehan Joehanny
Date Deposited:	25 Sep 2024 03:14
Last Modified:	25 Sep 2024 03:14
URI:	http://erepository.uwks.ac.id/id/eprint/19236

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