Manalu, Gresi Volina Br (2022) KUALITAS PELAYANAN PUBLIK DI TENGAH PANDEMI COVID-19 (Studi di Dinas Kependudukan Dan Pencatatan Sipil Kota Malang). Undergraduate thesis, Fakultas Ilmu Sosial dan Politik Universitas Merdeka Malang.

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Abstract

The quality of public services, which in terms of those concerned with public services, is an activity carried out by a person or group of people on the basis of material factors through a system of procedures and certain methods in the context of fulfilling people's interests.
The quality of public services in the midst of the Covid-19 pandemic at the Department of Population and Civil Registration of Malang City. This research describes the quality of public services in the midst of the Covid-19 pandemic. The benefits of this research provide information and input to parties in need, especially for government agencies in an effort to improve the quality of public services. Provide a reference for building knowledge, especially in the field of quality public services in providing satisfaction to the community impacted by Covid-19 in order to implement good governance
This study uses qualitative descriptive to convey data in a systematic, factual and accurate manner regarding the facts in the field. This location is carried out at the Department of Population and Civil Registration of Malang City. Data collection is done by means of Observation, Documentation, Interview. Data analysis techniques used in this study are. Data Reductions (data reduction), Data Display (presentation of data), Conclusion Drawing (Conclusion) analysis of this data to draw conclusions that depart from the facts and produce General Conclusions. 1.Accuracy of services at the Department of Population and Civil Registration of Malang City is quite good because the Dispenduk of Malang City is encouraged to approach the service to the community by limiting face-to-face contact with the community by holding online services in each sub-district 2. Politeness and friendliness at the Population and Recording Service Malang City civil society in providing services to the community is already the best. Friendly and kind attitude must be considered in providing service. Regarding the ability and courtesy of employees 3. The ability to have responsibility in providing fast and accurate public services and be responsive to the wishes of the community, the employees of the Malang City Population and Civil Registration Service have satisfied the community 4. Ease of getting KK and KTP services at the Population Service and Civil Registration Malang City In providing services it is quite good and quite satisfactory. from the results of interviews with KK and KTP services as a whole
each family head already has a family card and the percentage is 100% because the Malang City Dispenduk has provided online services and makes it easier for the community.5. Compliance with the requirements at the Population and Civil Registration Service of the city of Malang is good at providing information to the public in terms of managing the services of the applicant. the most important thing in making services with the current Covid-19 situation

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