Kualitas Pelayanan Publik Di Dinas Kependudukan dan Pencatatan Sipil Kabupaten Minahasa
DOI:
https://doi.org/10.61476/tndz5605Keywords:
Public Services, Marriage Registration, Civil Registration, Minahasa RegencyAbstract
This study aims to identify and describe the quality of public services at the Department of Population and Civil Registration of Minahasa Regency, and to determine the factors that hinder the service process in the Marriage Registration Division of the Department of Population and Civil Registration of Minahasa Regency. The approach used in this research is a qualitative approach. The number of informants in this study was 7 people. Data collection techniques included observation, interviews, and documentation. Data analysis was carried out through data reduction, data presentation, and conclusion drawing. The results of this study indicate that services at the Department of Population and Civil Registration of Minahasa Regency, particularly in the Marriage Registration Division, are not yet fully optimal and maximal: Facilities and infrastructure are still inadequate. Services are often delayed when unexpected issues occur, such as power outages, which cause service facilities to be unable to function and hinder employees in carrying out services. Services are not yet optimal due to delays in employee response, often caused by network disruptions from the central system and the absence of staff in the office or when they are on external assignments, which hampers the service process for the community
Downloads
References
Fajri, M., & Sodirin, S. (2025). Pengaruh sumber daya manusia dan pengalaman kerja terhadap kualitas pelayanan pada Puskesmas Ngambur Kabupaten Pesisir Barat. Saburai International Journal of Sciences and Development, 9(1).
Hardiyansyah. (2018). Kualitas Pelayanan Publik: Konsep, Dimensi, Indikator, dan Implementasinya. Yogyakarta: Gava Media.
Indonesia, P. R. I. (2009). Undang-Undang Republik Indonesia Nomor 25 Tahun 2009 tentang Pelayanan Publik.
Kairupan, S., Mantiri, J., Mandagi, M., & Sendouw, R. (2019, November). Ethics of Public Services in the Department of Investment and One-Stop Integrated Services of Manado City. In International Conference on Social Science 2019 (ICSS 2019) (pp. 648-651). Atlantis Press.
Kairupan, S. B., Mokat, J. E., & Pakasi, K. M. (2020). Pelayanan perusahaan daerah air minum dalam penyediaan air bersih di Kecamatan Pasan Kabupaten Minahasa Tenggara. Jurnal Kajian Kebijakan dan Ilmu Administrasi Negara (JURNAL ADMINISTRO), 1(2).
Kairupan, S. B., Mantiri, J., & Mowilos, R. C. (2025, November). Development of Local Community-Based Ecotourism in Minahasa Regency. In Iapa Proceedings Conference (pp. 367-377).
Lupiyoadi, R. (2006). Manajemen Pemasaran Jasa: Teori dan Praktik. Jakarta: Salemba Empat.
Moleong, L. J. (2010). Metode Penelitian Kualitatif. Bandung: PT Remaja Rosdakarya.
Mulyadi, D., Gedeona, H. T., & Afandi, M. N. (2018). Administrasi Publik untuk Pelayanan Publik: Konsep dan Praktik Administrasi dalam Penyusunan SOP, Standar Pelayanan, Etika Pelayanan, Inovasi untuk Kinerja Organisasi. Bandung: Alfabeta.
Rangan, R. (2021). Pengaruh sarana dan prasarana terhadap kualitas pelayanan publik. Jurnal Administrasi Publik, 9(2), 145–156.
Rudiansyah, Y. A., Argenti, G., & Febriantin, K. (2021). Kualitas pelayanan administrasi kependudukan pada masa pandemi COVID-19 di Dinas Kependudukan dan Pencatatan Sipil. KINERJA: Jurnal Ekonomi dan Manajemen, 18(4), 513–520.
Sari, N. (2020). Pengaruh sistem dan prosedur pelayanan terhadap kepuasan masyarakat. Jurnal Ilmu Administrasi Negara, 8(1), 55–66.
Setiawan, F. (2022). Kualitas pelayanan publik di Dinas Kependudukan dan Pencatatan Sipil Kabupaten Barito Selatan. Jurnal Ilmu Sosial dan Ilmu Administrasi Negara, 6(1).
Sinambela, L. P. (2006). Reformasi Manajemen Pelayanan Publik: Teori, Kebijakan, dan Implementasi. Jakarta: Bumi Aksara.
Sinambela, L. P. (2016). Reformasi Pelayanan Publik. Jakarta: Bumi Aksara.
Sudaryono. (2018). Metodologi Penelitian. Depok: PT RajaGrafindo Persada.
Suparyanto, & Rosad. (2015). Manajemen Pelayanan Publik. Jakarta: Lembaga.
Supit, B. F., & Lumingkewas, E. (2023). Implementasi Kebijakan Bantuan Sosial Tunai Di Kelurahan Talikuran Utara Kecamatan Kawangkoan Utara Minahasa. Academy of Education Journal, 14(2), 1059-1068.
Supit, B. F., Lumingkewas, E., Mewengkang, R., Rattu, S., & Sulistyosari, Y. (2024). Public Information Disclosure in Village Governance. Technium Soc. Sci. J., 64, 13.
Terry, G. R. (2020). Principles of Management. Homewood: Richard D. Irwin.
Tjiptono, F., & Chandra, G. (2011). Service, Quality & Satisfaction. Yogyakarta: Andi Offset.
Published
Issue
Section
License
Copyright (c) 2026 Teresa O. Tumbelaka, Sisca B. Kairupan, Brain Fransisco Supit (Author)
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
