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

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.