ANALISIS KUALITAS PELAYANAN ADMINISTRASI KEPENDUDUKAN

Abstract

The quality of public services in population administration is a primary measure of local government performance. However, in Tinambung District, Polewali Mandar Regency, a gap remains between public expectations and the reality of available services. This study aims to analyze the effectiveness of population administration services using a descriptive qualitative approach. Data collection was conducted through participant observation, in-depth interviews with officials and the public, and documentation studies. Data were then analyzed using data reduction, data presentation, and conclusion drawing techniques. The research findings indicate that the dimensions of reliability, responsiveness, assurance, and empathy of officers have performed well, characterized by data accuracy, speed of response, and a humanistic approach to serving citizens. However, the tangibles dimension remains a crucial weakness due to damaged electronic ID card recording devices and the lack of adequate waiting room facilities. The main conclusion of this study confirms that although the work culture of civil servants is oriented towards public satisfaction, overall service effectiveness is still hampered by a technical infrastructure deficit, necessitating the revitalization of these facilities and infrastructure as a priority for future improvement.

ABSTRAK

Kualitas pelayanan publik dalam administrasi kependudukan menjadi tolak ukur utama kinerja pemerintah daerah, namun di Kecamatan Tinambung, Kabupaten Polewali Mandar, masih ditemukan kesenjangan antara harapan masyarakat dengan realitas layanan yang tersedia. Penelitian ini bertujuan untuk menganalisis efektivitas pelayanan administrasi kependudukan dengan menggunakan pendekatan kualitatif deskriptif. Pengumpulan data dilakukan melalui observasi partisipatif, wawancara mendalam dengan aparatur dan masyarakat, serta studi dokumentasi, yang kemudian dianalisis menggunakan teknik reduksi data, penyajian data, dan penarikan kesimpulan. Temuan penelitian menunjukkan bahwa dimensi keandalan (reliability), daya tanggap (responsiveness), jaminan (assurance), dan empati (empathy) petugas telah berjalan dengan baik, ditandai oleh akurasi data, kecepatan respons, serta pendekatan humanis dalam melayani warga. Namun, dimensi bukti fisik (tangibles) masih menjadi kelemahan krusial akibat rusaknya alat perekaman KTP elektronik dan minimnya fasilitas ruang tunggu yang layak. Simpulan utama penelitian ini menegaskan bahwa meskipun budaya kerja aparatur sudah berorientasi pada kepuasan publik, efektivitas layanan secara keseluruhan masih terhambat oleh defisit infrastruktur teknis, sehingga diperlukan revitalisasi sarana prasarana sebagai prioritas perbaikan di masa depan.