KUALITAS PELAYANAN PUBLIK STUDI PADA PELAYANAN KARTU TANDA PENDUDUK ELEKTRONIK DAN KARTU KELUARGA PADA DINAS KEPENDUDUKAN DAN PENCATATAN SIPIL KABUPATEN SELUMA

The purpose of this research was to describe the service quality on electronic self�identity card and family identity card given by Department of Population and
Civil Registration of Seluma. The sample of this research was the 307 people
who received the service of Department of Population and Civil Registration of
Seluma. This research was a survey research with descriptive qualitative analysis
method. The data colection method of this research were consisted of primary
data obtained from the result of the questionnaires and in-depth interview and
secondary data obtained from the archives of documents or reports owned by
Department of Population and Civil Registration of Seluma. The data analysis
conducted were data validity, data reliability, questionnaires data management,
the organization of results and discussion, and making conclusions and
suggestions based on the research results by aiming to the 7 indicators according
to Decree of the Minister of Administrative Reform and Bureaucratic Reform No.
16 year 2014 about guidelines for Community Satisfaction Survey toward the
implementation of public services.
Based on the data analysis, the results found out that: to improve the service
quality of the making of electronic self-identity card and family identity card, it
needed (1) Easy, efficient, and consistent requirements (2) Not convoluted service
procedure, easy to understand and easy to implement (3) Standardized time of
service according to the standardization specified (4) Implementer good
competency (5) Implementer good behaviour (6) The exact notice of service (7)
Good complaint, input, and sugesstion handling.
Keywords: Service Quality, Electronic Self-Identity, Family Card Identity