Analysis of Service Quality Satisfaction of E-KTP Service at Public Administration and Civil Registration Office of Bogor District
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Published
31 August 2018
Keywords:
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Disdukcapil, E-KTP, satisfaction, service quality, Servqual
Abstract
The purpose of this study was to analyze the satisfaction of service quality in the E-KTP service of the Bogor District Population and Civil Registration Service. The design of this study was a cross-sectional study at Disdukcapil Bogor District. The method used in this study is Servqual, importance performance analysis (IPA), and customer satisfaction index (CSI) with 100 respondents selected using a convenience technique. The result of customer satisfaction index analysis shows that the community has been "quite satisfied" with a value of 61%, and is more inclined towards dissatisfaction. This is in accordance with the results of satisfaction using Servqual analysis (service quality), Disdukcapil's performance has not been able to meet the expectations of the community in almost all indicators, except the indicator "costs to be incurred". The indicator has a positive value, but is still small and close to zero, which is only 0.01. The results of importance performance analysis (IPA) indicate that there is a need to improve the indicators of ease of handling requirements, speed of service processes and facilities and physical condition of service office buildings.
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Anderson, E. W., & Fornell, C. (2000). Foundations of the American customer satisfaction index. Total quality management, 11(7), 869-882.
Cardozo, R. N. (1965). An experimental study of customer effort, expectation, and satisfaction. Journal of marketing research, 244-249.
Carlos Pinho, J., & Macedo, I. M. (2008). Examining the antecedents and consequences of online satisfaction within the public sector: The case of taxation services. Transforming Government: People, Process and Policy, 2(3), 177-193.
Charaf, K., & Rahmouni, A. F. A. (2014). Using importance performance analysis. Accounting and Management Information Systems, 13(4), 665.
Chen, Y.C. (2018). Applying importance-performance analysis to assess student employability in Taiwan. Journal of Applied Research in Higher Education, 10(1), 76-86.
Haq, S., & Suharsono, A. (2014). Kualitas Pelayanan Pubik Dalam Pembuatan e-KTP Pada Kecamatan Suboh Kabupaten Situbondo.
Hirmukhe, J. (2012). Measuring internal customers’ perception on service quality using SERVQUAL in administrative services. International journal of scientific and research publications, 2(3), 1-6.
Indonesia, APJI. (2017). Infografis Penetrasi dan Perilaku Pengguna Internet Indonesia. ID : APJII
Indonesia, PR. 2013. Undang-Undang Republik Indonesia Nomor 24 Tahun 2013 tentang Administrasi Kependudukan. Jakarta (ID) : Sekretariat Negara.
Kim, D. J. (2012). An investigation of the effect of online consumer trust on expectation, satisfaction, and post-expectation. information systems and e-business Management, 10(2), 219-240.
Kominfo. (2017). Buku panduan penyusunan masterplan smart city 2017 : gerakan menuju 100 smart city. ID: KOMINFO.
Kompas. (2018). KOMPAScom. Retrieved 5 June, 2018, from https://nasional.kompas.com/read/2018 /03/01/10170891/ketua-kpk-kerugian-negara-rp-23-t-di-kasus-e-ktp-bukan-isapan-jempol
Negara, P. M. N. P. A., & Nomor, R. B. (16). tahun 2014 tentang pedoman survei kepuasan masyarakat terhadap penyelenggaraan pelayanan publik. Jakarta: Kemenpan.
Riyadi, S., Hermawan, A., & Sumarwan, U. (2015). Kepuasan Masyarakat Terhadap Kualitas Pelayanan Kantor Pertanahan Kabupaten Indramayu. Jurnal Ilmu Keluarga & Konsumen, 8(1), 49-58.
Rout, B, Samarpita, S & Lenka, P. (2017). Technology of e-Banking: Customer Perception and Satisfaction towards Public Sector Banks in Bhubaneswar City. Journal of Business and Management (IOSR-JBM), 19(5), 29-38.
Tjiptono, F & Chandra, G. (2016). Service, Quality dan Satisfaction. (4 ed.). ID: Andi Publisher.
Ujang, S. (2015). Perilaku konsumen. Bogor (ID): Penerbit Ghalia Indonesia.
Wallin Andreassen, T. (1995). (Dis) satisfaction with public services: the case of public transportation. Journal of Services Marketing, 9(5), 30-41.
Windyani, A. R., Hubeis, A. V. S., & Fahmi, I. (2014). Analisis Kepuasan Masyarakat terhadap Pembuatan Akta Kelahiran di Depok, Jawa Barat. Jurnal Aplikasi Manajemen, 12(1), 32-40.
World Health Organization. (1982). Provisional guidelines on standard international age classification. Department of International Economic and Social Affairs. Series M, (74).
Authors
RizqS., DjamaludinM. D., & NurhadryaniY. (2018). Analysis of Service Quality Satisfaction of E-KTP Service at Public Administration and Civil Registration Office of Bogor District. Journal of Consumer Sciences, 3(2), 55-65. https://doi.org/10.29244/jcs.3.2.55-65
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