KAJIAN KUALITAS PELAYANAN PUBLIK DI DINAS KEPENDUDUKAN DAN PENCATATAN SIPIL (STUDI PADA MALL PELAYANAN PUBLIK KABUPATEN SIDOARJO

Abstract

The government is responsible for providing public services as an effort to fulfill the needs of the
community in the context of state life. Through various institutions that have been formed according to
their functions, the government tries to improve the welfare of the people for which it is responsible. Facts
prove that public services in Indonesia still have several shortcomings and ignore their responsibilities in
serving the community. Therefore, in this research, researchers are interested in examining public services
in Sidoarjo Regency as a Public Service Mal which is famous for services that continue to innovate. This
research uses a descriptive qualitative research method. Researchers collected data through a process of
observation, interviews and documentation. This research found that the results of public services carried
out by employees at the Sidoarjo Regency Public Service Mal in the transparency indicator were that the
applicable SOPs were not clear, namely that the SOPs were only available on the website so that older
people were confused about looking for SOPs for making resident documents, accountability indicators
were in accordance with services that prioritize the community and follow the rules of the Ministry of Home
Affairs, participatory indicators are good because providing good services makes people participate in
making citizenship documents, conditional indicators still have shortcomings because the service still
prioritizes people in the disability group rather than regular people, indicators of equal rights are still there
are shortcomings because the service often carries out queue breaking so that the queue does not match the
serial number obtained, the indicator of suitability of rights and obligations is good because there is a
complaint and question and answer service so that the public can easily get information in making
population documents