Setyo Purwanto, Diana Sukorina

Analisa Opini Publik tentang Mutu Pelayanan E-KTP di UPTD Pelayanan Adminduk Kecamatan Baki Sukoharjo

Introduction

Analisa opini publik tentang mutu pelayanan e-ktp di uptd pelayanan adminduk kecamatan baki sukoharjo. Analisis opini publik tentang mutu layanan E-KTP di Baki Sukoharjo. Mengukur keandalan & responsivitas, mengungkap layanan maksimal serta saran perbaikan.

Abstract

This research was conducted to determine the quality of e-identity card (e-KTP) making services provided by UPTD Administrative Services Subdistrict Government Baki Regency, which is measured through several indicators of service quality, namely: direct evidence, reliability, responsiveness, assurance, empathy, and communication. In addition, this research was also conducted to determine the constraining factors of the quality of e-KTP services which can be seen from the facilities and infrastructure, service procedures, and the ability of employees. This study uses a qualitative descriptive approach with data collection obtained from observations and interviews. The results of this study indicate that the quality of service for making e-KTP in UPTD Baki Subdistrict has been maximized which can be seen from the guarantee of definite completion, adequate facilities and infrastructure, good attention and response from employees, high employee responsiveness and being able to provide reliable information. Researchers suggest that the UPTD Baki Subdistrict further improve the performance of its employees by conducting training for employees, adding facilities and infrastructure and also clarifying information about service procedures.

Review

This study, titled "Analisa Opini Publik tentang Mutu Pelayanan E-KTP di UPTD Pelayanan Adminduk Kecamatan Baki Sukoharjo," undertakes a critical assessment of public service quality, a perennial concern for local governments. The abstract clearly articulates the research's dual objectives: first, to evaluate the quality of e-KTP services at the UPTD Administrative Services in Baki Subdistrict using well-established indicators like direct evidence, reliability, responsiveness, assurance, empathy, and communication; and second, to pinpoint factors that constrain service quality, such as facilities, procedures, and employee competence. This comprehensive framing provides a strong basis for understanding the multifaceted nature of public service delivery. Methodologically, the research adopts a qualitative descriptive approach, gathering data through observations and interviews. This choice is particularly appropriate for delving into public opinion and perceptions, allowing for a nuanced exploration of user experiences with e-KTP services. The abstract reports that the study found service quality for e-KTP processing at UPTD Baki Subdistrict to be "maximized." This positive assessment is supported by findings such as guaranteed completion times, adequate facilities, attentive and responsive employees, and the provision of reliable information, all of which reflect strong performance across several of the initially proposed service quality dimensions. Despite the largely positive conclusion regarding maximized service quality, the recommendations offered by the researchers suggest areas requiring significant improvement. The suggestions to conduct employee training, add facilities and infrastructure, and clarify information about service procedures indicate that there is still considerable scope for enhancing performance. A more detailed exploration in the full paper could clarify how service quality is considered "maximized" while simultaneously requiring such fundamental improvements. Nonetheless, the study's practical recommendations are valuable, offering clear, actionable steps for the UPTD Baki Subdistrict to further refine its administrative services and ultimately better serve its constituents.

Full Text

Comments

You need to be logged in to post a comment.