Abstract
This study was conducted at the Office of Population and Civil Registration of Palu, Central Sulawesi. The purpose of this study was to find out the service quality for family card administration at the Office of Population and Civil Registration of Palu. The theory applied in this study was Zethmal, Parasuraman, & Berry’s theory, which consists of 5 indicators: tangibles, reliability, responsiveness, assurance, and empathy. The type of this study was descriptive qualitative. Furthermore, the number of informants in this study was 5 people selected purposively. Data used in this study consisted of 2 types: primary and secondary data. Primary data were obtained through interviews and direct observation in the field, while secondary data were obtained from documents, regulatory rules related to the problem studied, and research reports regarding the service quality of family card administration in qualitative research. The results showed that the service quality of family card administration at the Office of Population and Civil Registration of Palu was not in a good category. This can be seen from the five indicators of service quality: tangibles, reliability, responsiveness, assurance, and empathy. Although the indicators for reliability, assurance, and empathy received a good response from the community, the indicators for tangibles and responsiveness received a poor response from the community. Therefore, the officers in the Office of Population and Civil Registration of Palu need to pay more attention to improve their service quality in order to achieve excellent service quality.Keyword - Quality, Card, Administration, Public
Highlights
In the context of managing public services, the state is the first and foremost actor responsible for the fulfillment of people’s rights (Nuriyanto, 2014)
Public services are all forms of services, both in the form of public goods and public services, in which those services essentially are the responsibility and the reason for the presence of government agencies to meet the needs of the community and to implement the statutory provisions
Public services are an important task of local government that should not be ignored because if the service component is stagnant, all sectors will have an impact
Summary
In the context of managing public services, the state is the first and foremost actor responsible for the fulfillment of people’s rights (Nuriyanto, 2014). Public services are an important task of local government that should not be ignored because if the service component is stagnant, all sectors will have an impact For this reason, there must be good planning. Regional autonomy will be able to improve the quality of public services because regional autonomy can create equality between local governments as service providers and the community as service users (Hardianysah, 2018). If this is implemented as it should, it will have an impact on the productivity of society in the future. Good public services may increase the standard of living of the community
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