Kinerja Pelayanan Publik Studi Kasus Pada Dinas Kependudukan dan Catatan Sipil (Disdukcapil) Kota Jambi

Abstract

The purpose of this study is to determine the performance of public services in the Dinas Kependudukan dan Catatan Sipil Kota Jambi. This study uses the concept of performance measurement with five indicators of productivity, quality of service, responsiveness, r esponsibility and accountability. These indica tors are used to measure the efficiency and effectiveness of services, quality of service received by the public. The method used in this research is quantitative method. The research location is determined by the method of purposive, are determined by deliberate that the study was conducted in the Depar tment of P opulation and Civil Registry. Data collection techniques used in this study include interviews, observations, and literature. Based on the research findings that the productivity of public services in terms of the ability of officers and service performance can be summed been efficient with an average result value of 70% of respondents said either. The quality of service in terms of satisfaction of the performance of services, timeliness of service, comfortable environment and good infrastructure which is an average result of 41% while the measured responsiveness of service delivery performance , kedesiplinan, service procedur es and speed of service. The final result that stands out from the responsiveness can be judged good quality with an average of 51% of good quality, the next responsibility is measured on the suitability of cost and fairness of service delivery is good is seen from the average value of responsibility is 45% and the accountability of public service in the Department of Popula-tion and Jambi City Civil Registry, is good for 70% of respondents said that responsibility.