Assessing the Quality of Electronic Indonesian Identity Card (E-KTP) Services in Semarang City: A Community Satisfaction Survey Approach

Abstract

This study uses the Community Satisfaction Survey (SKM) technique to assess the effectiveness of Electronic Indonesian Identity Card (E-KTP) services in the city of Semarang in 2023. 325 service users who had varied origins in terms of gender, age, and educational attainment participated in this study. The bulk of responders have completed their secondary education and range in age from 26 to 35. Both primary and secondary data were employed in the research process for this study. According to indicators of requirements, processes, service times, fees/tariffs, and product service standards, guidelines for completing a Community Satisfaction Survey (SKM) on the quality of public service delivery are provided. The study\'s findings demonstrate that the general people can readily fulfill and comprehend the requirements and steps necessary to receive an E-KTP. The majority of respondents were satisfied with how quickly the E-KTP service processed their requests. Although the service unit already has information on service delivery timeframes, there is definitely space for improvement in terms of public information and communication. For the community, it is crucial to have transparency regarding fees or service rates, and the majority of respondents are satisfied that the Civil Registration and Administration Service does not charge for its services. The majority of respondents are aware that product specifications are offered for each service, and it is thought that there is good compliance between the service products supplied and the service requirements. The quality of service items must be maintained and improved on a regular basis, nevertheless.