QUALITY OF SERVICE IN PROCESSING ELECTRONIC RESIDENT ID CARD (E-KTP) IN NGAMPRAH DISTRICT, WEST BANDUNG REGENCY

Abstract

Research purpose for understanding and explain quality of service in the Electronic Identity Card (E-KTP) processing process in Ngamprah District, West Bandung Regency. Five indicators utilize for the research are as follows: 1) Tangibles (Physical evidence) shows that there are still deficiencies in service facilities and infrastructure, for example, the processing duration is quite long. 2) Reliability (Reliability) shows that the lack of accuracy of staff in recording data causes errors, so that the E-KTP needs to be processed again. 3) Responsiveness (Responsiveness) in service is quite good with employees who serve quickly. 4) Assurance (Guarantee) shows that regarding time, there is a problem due to the lengthy process of making an E-KTP. 5) Empathy (Empathy) is quite good, there is no discriminatory attitude from staff in the sub-district, but there are still complaints from the public about the unfriendliness of some staff in serving. This research was conducted in Ngamprah District, West Bandung Regency with a descriptive method and a qualitative approach. In this approach, researchers conducted direct observations at the Ngamprah District Office to identify problems based on actual facts during the research, using descriptive survey methods through interviews, observations, and document collection to obtain data. The results of the study indicate that quality service in processing Electronic Identity Cards (E-KTP) in Ngamprah District experiences obstacles related to facilities and infrastructure, such as delays in service. In addition, long processing times encourage people to prefer using the services of brokers. The lack of accuracy of employees in serving the public also reduces public satisfaction levels. The researchers provide several suggestions, including stopping the practice of brokering that does not comply with applicable regulations. Staff are expected to improve their performance in providing faster and more accurate services, which public is satisfied for services they receive. As well as to improve accuracy and friendliness in serving the public to create a more satisfying and comfortable experience.