Rosdianto, Frenda Januar (2024) Kualitas Pelayanan E-Ktp (Studi di Kecamatan Donomulyo Kabupaten Malang). Undergraduate thesis, Fakultas Ilmu Sosial dan Ilmu Politik Universitas Merdeka Malang.

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Abstract

Public service is one manifestation of the function of the state apparatus aspublic servants, public service is intended to improve the welfare of society orcitizens. Professional public services, which means public services that arecharacterized by accountability and responsibility from service providers(government officials). Public services for electronic KTP (E-KTP) are a form ofpublic service provided by the Donomulyo District Government, Malang Regencyto community members or residents. Therefore, it is the Government's obligation toalways continue to improve the quality of public services so that complaints fromthe public decrease over time. This research highlights deficiencies in servicesincluding office facilities and operations in services both offline and online. Soimprovements are needed regarding service facilities by providing wider servicespace and increasing service skills. This research focuses on the quality of e-KTPservices at the Donomulyo District Office, Malang Regency using literature review,observation, interviews and documentation methods.
Based on research, the quality of public services, especially E-KTP servicesat the Population and Civil Registration Service (DUKCAPIL) in Donomulyo subdistrict,has entered the good category. The quality of service provided makes iteasy for the public to make E-KTP. The advice that can be given by researchersfrom the results of this research is that the government should make improvementsregarding service facilities by providing wider service space that is in line withcommunity expectations and finding solutions to internet network problems thathinder data input. Not only that, the government is making improvements regardingincreasing the speed of employees in providing online services to the public.

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