Analysis of Service Quality Satisfaction of E-KTP Service at Public Administration and Civil Registration Office of Bogor District
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.
[BAPPENAS]. (2010). Manajemen Pengaduan Masyarakat dalam Pelayanan Publik 2010.
[BPS] Badan Pusat Statistik. (2017). Statistical yearbook of Indonesia 2017. Badan Pusat Statistik. Retrieved 23 March, 2018 from https://www.bps.go.id/publication/2017/07/26/b598fa587f511 2432533a656/statistik-indonesia-2017.html
Akinloye Akinboade, O., Chanceline Kinfack, E., & Putuma Mokwena, M. (2012). An analysis of citizen satisfaction with public service delivery in the Sedibeng district municipality of South Africa. International Journal of Social Economics, 39(3), 182-199.
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 who publish with this journal agree to the following terms:
- Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a
This work is licensed under a Creative Commons Attribution 4.0 International License. that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.
- Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal.
- Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work (See The Effect of Open Access).