KUALITAS PELAYANAN E-KLAMPID DALAM PENINGKATAN PELAYANAN PENGURUSAN AKTA KELAHIRAN DI KELURAHAN BARATAJAYA KECAMATAN GUBENG KOTA SURABAYA

Abstract

The quality of public services is a dynamic condition related to product services, people, environmental processes where the quality assessment is determined at the time of providing these public services, Law Number 25 of 2009 concerning Public Services defines public services. The objectives to be achieved in this research are: To describe and analyze the quality of Klampid services on birth certificate management services at the Baratajaya Village office, Gubeng District, Surabaya City and to determine the pen factor. The type of research used is descriptive qualitative method. While the focus of the research uses the theory of A. Pasuraman which uses 5 indicators, namely physical evidence (tangible), reliability, responsiveness, assurance, empathy, tangible, reliability, responsiveness. Responsiveness) Assurance (Assurance) Empathy (Empaty). The results of the quality of e-Klampid services in the management of birth certificates in the Baratajaya Village, Gubeng District, Surabaya City can be said to have not been maximized due to tangible indicators (physical evidence/tangible) due to the lack of facilities and infrastructure in the form of computers, printers, scanners, and photocopiers. The lack of inadequate facilities makes the service feel not optimal with the services provided by the employees of the Baratajaya Village office, Gubeng District, Surabaya City, the population administration section for administering birth certificates. Meanwhile, indicators of reliability (reliability), responsiveness (responsiveness), assurance (guarantee) and empathy (empathy) have been maximized in the existing services at the Baratajaya Village office, Gubeng District, Surabaya City.