Analisis Kualitas Pelayanan Pembuatan KK Melalui Aplikasi SIAK Pada Disdukcapil Kabupaten Sumba Barat

Abstract

This study aims to analyze the quality of family card issuance services through the Population Administration Information System (SIAK) application at the Population and Civil Registration Office (Disdukcapil) of West Sumba Regency. The background of this study is based on the importance of effective and efficient public services, especially in the management of population documents, which are a basic need of the community. The research method used was quantitative. Data collection techniques were carried out through the distribution of questionnaires. Data analysis was performed using the Service Quality (Servqual) service quality indicator with five dimensions, namely tangible (physical evidence), reliability, responsiveness, assurance, and empathy. The results of the study show that the quality of service is very satisfactory. Overall, the quality of service for family card (KK) issuance on the SIAK Application of the Population and Civil Registration Office of West Sumba Regency is considered satisfactory based on the dimensions of Responsiveness (GAP 0.23) and Empathy (GAP 0.22) as the dimensions with the largest positive gaps, while the dimensions of Reliability (GAP 0.10) and Tangible (GAP 0.11) showed the lowest positive GAP values.