Kualitas Pelayanan Pembuatan Akta Kelahiran di Dinas Kependudukan dan Pencatatan Sipil Kota Surabaya
Abstract
The background of this research is that one of the development steps in Indonesia is the high population level. This study aims to improve the quality of public services, especially at the Surabaya City Population and Population Registration Office for birth certificate services. The method used is the type of research used in this research is quantitative research using survey methods. Results and discussion Overall the quality of service at the Surabaya City Population and Civil Registration Office shows that the difference or gap between customer expectations and employee performance has an average total that is at the medium classification level or the quality of service at the Surabaya City Population and Civil Registration Service is quite good. This means that customer satisfaction in terms of the quality of services provided at the Department of Population and Civil Registration of the City of Surabaya is quite good.
References
Agustina, R. (2015). Kualitas Pelayanan Pembuatan Akta Kelahiran di Dinas Kependudukan dan Catatan Sipil Kota Samarinda. eJournal/1 Administrasi Negara, 3(4),10331047.
Dwiyanto, A. (2006). Mewujudkan Good Governance Melayani Publik. Yogyakarta: Gadjah Mada University.
Hardiyansyah. (2011). Kualitas Pelayanan Publik Konsep, Dimensi, Indikator, dan Implementasinya. Yogyakarta: Gava Media.
Moenir, A. . (2002). Manajemen Pelayanan Umum di Indonesia.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1990). Delivering quality service balancing customer perceptions and expectation. https://doi.org/10.1002/97811187853 17.weom090654
Saputra, B. E., Maksudi, B. I., & Salbiah, E. (2021). Kualitas Pelayanan Publik Pembayaran Pajak Kendaraan Bermotor. Jurnal Governansi, 7(April),29–38.
Sinollah, & Masruro. (2019). Dalam Membentuk Kepuasan Pelanggan Sehingga Tercipta Loyalitas Pelanggan (Studi Kasus pada Toko Mayang Collection cabang Kepanjen). Jurnal Dialektika, 4(1), 45–64.
Sugiyono. (2016). Metode Penelitian Kuantitatif, Kualitatif, dan R&D. Bandung: Alfabeta.
Sulistiyowati, W. (2018). Kualitas Layanan: Teori dan Aplikasinya. In Nucl. Phys. (Vol. 13).
Tjiptono, F. (2006). Pemasaran Jasa. Malang: Bayu Media.
Umar, H. (2005). Metode Penelitian Untuk Tesis dan Bisnis. Jakarta: Grafindo.
Veranda, Y., & Kusabandrijo, B. (2014). Efektivitas pelayanan pembuatan akta kelahiran di dispenduk capil kota surabaya. JPAP: Jurnal Penelitian Administrasi Publik, 2(1), 184–194.
Wibowo, A. (2010). Analisis Kepuasan Masyarakat Terhadap Kualitas Pelayanan Kantor Pertanahan Kota Gorontalo.
Zega, Y. (2018). Analisis Penerapan Etika Birokrasi Dalam Pelayanan Publik Pada Dinas Kependudukan Dan Pencatatan Sipil Kota Gunungsitoli. Jesya (Jurnal Ekonomi& Ekonomi Syariah), 1(2), 99–104. https://doi.org/10.36778/jesya.v1i2.
Copyright (c) 2024 Jurnal Manajemen dan Ilmu Administrasi Publik (JMIAP)
This work is licensed under a Creative Commons Attribution 4.0 International License.