KUALITAS PELAYANAN E-KTP DI KECAMATAN CIPUTAT TIMUR KOTA TANGERANG SELATAN

Abstract

The launch of the electronic residence card (e-KTP) program has caught the attention of various regional governments in Indonesia, including the South Tangerang City Government. However, after 2011 it was found that many people had not recorded their e-KTP in East Ciputat District, this condition raised questions about the number of residents who had not changed their residence cards. So it is necessary to know the quality of e-KTP services, which is also the purpose of the research. The approach in this study used a qualitative descriptive approach, and data collection used interview, observation, and documentation techniques. From the data on field findings and analysis of the dimensions of service quality, it can be said that the e-KTP service in East Ciputat District is in good quality. Dimensions of Responsiveness (responsiveness), Assurance (guarantee), and Empathy (attention) e-KTP services are implemented and get a good response. The Responsiveness dimension can be seen from employees who are informative and communicative in the e-KTP service process, the Assurance dimension is reflected in the responsibility of employees to ensure the comfort and security of data on e-KTP recipients, and the Empathy dimension is seen from the attention and politeness to the population and the use of good language in e-KTP service. In the Tangibility dimension, there are good facilities and infrastructure, but there is still a lack of information facilities and inadequate parking facilities. Furthermore, in the Reliability sector, there was a delay in receiving e-KTP, so that residents had to wait several days to get an e-KTP.