Kualitas Pelayanan Kartu Tanda Penduduk Elektronik (E-KTP) Pada Dinas Kependudukan dan Pencatatan Sipil Kota Makassar

This research is motivated by the length of time, convoluted
procedures, lack of facilities and infrastructure in the E-KTP service at the
Department Population and Civil Registration of Makassar City. The purpose
of this study is to determine the service quality of Electronic Identity Card (E- KTP) at the Department of Population and Civil Registration Service of
Makassar City.
This research uses qualitative research with a phenomenological
approach and is descriptive in nature. The subject of this research is the
State Civil Apparatus at the Department of Population and Civil Registration
Service of Makassar City and the communities. Data collection was carried
out by observation, interviews and documentation, data analysis was carried
out by summarizing data, presenting data, and drawing conclusions.
The results showed that the service quality of the Electronic Identity
Card (E-KTP) at the Department of Population and Civil Registration of
Makassar City was in the good category, namely: 1) Reliability includes
accuracy, service standards, the ability to use tools; 2) Assurance
(Guarantee) includes guarantee of security and certainty of law, certainty of
costs; 3) Emphaty (empathy) includes putting customers first, friendly and
polite, non-discriminatory. Meanwhile, those included in the unfavorable
category are: 1) Tangible, including the appearance of officers, security,
convenience, discipline, use of tools; 2) Responsiviness (response) includes
responding to customers, quickly and on time, responding to complaints.