Rendi, Suryadi Umbu (2022) FAKTOR-FAKTOR YANG MEMPENGARUHI KUALITAS PELAYANAN PUBLIK PADA PELAYANAN KEPENDUDUKAN DAN CATATAN SIPIL DI KANTOR KELURAHAN MOJOLANGU KOTA MALANG (Studi di Kantor Kelurahan Mojolangu Kota Malang). Undergraduate thesis, Fakultas Ilmu Sosial dan Politik Universitas Merdeka Malang.

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Abstract

The Village Government as a public administration area which is the spearhead of government, is obliged to fulfill the needs and rights of every citizen in the form of civil services that are available only at government offices. In fact, the work unit is still not optimal in carrying out its duties and functions, especially in providing services to the community. In general, the services of the kelurahan apparatus have not met the expectations of the community, where the community still feels weaknesses that have an impact on the loss of the community itself. The reality we get is that sometimes in management, people still complain because of slow service. If the quality of service provided is not in accordance with the expectations of the community, then the community will feel disappointed with the service. Pre-observation in Mojolangu Village, Lowokwaru Subdistrict, Malang City that public services are not adequate, there are still complaints about the service period for managing Identity Cards (KTP) which is still slow and beyond the stipulated time limit, and Mojolangu Village employees, Lowokwaru District, Malang City are still not optimal, less agile during service so that it does not satisfy the users of public services in this village as evidenced by the information from the suggestion box in the waiting room of the Mojolangu Village office, Lowokwaru District, Malang City. The purpose of the research is to explain what factors influence the quality of public services; which affects simultaneously and partially and; dominant influencing factor. in analyzing the factors that affect the quality of publicservices.
Research methods use quantitative correlational. The place and time of this research was carried out at the Mojolangu Village Office, Lowokwaru District, Malang City. The population is the people who come to take care of the Mojolangu Village office, Lowokwaru District, Malang City at the population and civil registration service unit as many as 761 people and a sample of 88 respondents, the sampling method is purposive sampling based on needs during the study.
The results showed that the average age of the people who carried out management at the Mojolangu Village Office, Lowokwaru District, Malang City in the population and civil registration service unit included: ages 25-35 years (44.3%), women (51.1%); last education is Diploma (37.5%); employee/ employee (36.4%). The results of the partial test (t test) that the organizational structure factor does not significantly affect the quality of public services (tcount= -0.258 andsign.=0.797); the ability of the apparatus has a significant effect on the quality of public services (tcount= 2,915 and sign.=0.005) and; service system has a significant effect on the quality of public services (tcount= 6,790 and sign.=0.000) and is the most dominant factor in influencing the quality of public services in the Mojolangu Village Office, Lowokwaru District, Malang City in the population and civil registration service unit; Simultaneous testresults (F test) that the factors that affect the quality of public services, namely the organizational structure, the ability of the apparatus and the service system have a significant effect on the quality of public services (Fcount= 47.893 andsign.=0.000); the value of the coefficient of determination (R2) = 0.794 or 79.4% mean the factors that affect the quality of public services with organizational structure, the ability of the apparatus and the service system are able to explain the quality of public services by 79.4% and the remaining 20.6% is explained by other variables not taken into account in this study.

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