Kualitas Pelayanan Administrasi Kependudukan Dalam Meningkatkan Kepuasan Masyarakat Desa Wage

Abstract

This research is motivated by the understanding that the quality of service will affect public satisfaction in public services in the field of administration. So the author wants to know the quality of population administration services in increasing community satisfaction at the Wage Village Office, Taman District, Sidoarjo Regency. Quality according to Zeithaml, Berry and Parasuraman 1990 (Haediansyah, 2011; 46) describes 5 dimensions that can be used in measuring the quality of public services Tangible (physical evidence), Reliability (reliability), Responsiveness (responsiveness), Assurance (guarantee and certainty), Empathy (empathy). Another definition of service quality given by Lewis and booms (1983), in Tjiptono (2005:121) is influenced by two factors, namely customer expectation (customer expectations) and customer perceived (perceived by customers) for a service. Based on PAN ministerial regulation No. 14 of 2017, indicators of community satisfaction include service procedures, service costs, service time, service products, implementing competencies, facilities and infrastructure. This study uses a qualitative descriptive research method with data collection techniques through interviews, observations and documentation of service quality to community satisfaction.