KUALITAS PELAYANAN PEMBUATAN KARTU KELUARGA (KK) DI KECAMATAN CILEUNYI KABUPATEN BANDUNG

Deden Hadi Kushendar, Roni Saputra

Abstract


This study is aimed to examine the quality of service of Family Card
in Cileunyi District, Bandung Regency. The variables studied in this study
are Quality of Service, with the following indicators: first, physical
evidence (tangibles) consisting of buildings, parking facilities, comfort
waiting room and employee appearance; second, reliability which consists of
the provision of services according to the promise and on time; Third,
responsiveness, consisting of the alertness of the officers to help serve
and deal with community grievances, and ease in obtaining information;
fourth, assurance consisting of friendliness and courtesy, the ability to
provide security in the environment Cileunyi District; and fifth, empathy
which consists of understanding and understanding of the wishes and needs
of the community in making the Family Card.
The research method used in this research is descriptive method of
analysis with the type of approach is qualitative, while the primary data
collection technique is done by semi-structured interviews by providing
open questions to the service user community and service providers in
District Cileunyi Bandung Regency, assisted by secondary data derived from
literature study and field observation.
The results showed negative statements of research indicators that can
be obtained from the results of interviews with the community as the
recipient of the service, this shows that the service of making KK provided
in the District Office Cileunyi Bandung Regency did not run in accordance
with the community expectations. Thus it is known from the analysis that
the quality of service making Family Card in Cileunyi District of Bandung
Regency has not been optimally.
To handle the control system quality or service quality to meet the
expectations of the community, the Cileunyi sub-district together with the
service provider must improve the quality of the service by paying serious
attention to the service quality dimensions and providing excellent service
that focuses on the community as the recipient of the service.

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DOI: https://doi.org/10.26499/jba.v4i1.3

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