Pelayanan E-KTP di Masa Pandemi pada Dinas Kependudukan dan Catatan Sipil Kota Bandar Lampung

Azima Dimyati, Devi Ratnasari Togatorop, Selvi Diana Meilinda

Abstract


The purpose of this study was to describe public services during a pandemic, as initial research, public services are focused on e-KTP services at the Bandar Lampung City Population and Civil Registry Service because e-KTP services are a priority ahead of the simultaneous Regional Head Elections on 9 December 2020. Public service is an activity that is given to meet the needs of every person or society. Therefore, the government must have a strategy of responsibility and serving various problems and responses from the community. The e-KTP making service is measured from various dimensions of service quality such as reliability, responsiveness, assurance and empathy. With a qualitative approach, data is obtained based on the results of observations and interviews, it is known that administrative services for making ID cards have not been carried out by following changes during the pandemic, problems that arose before the pandemic still occur so that it does not provide satisfaction to the community, this is seen from the lack of infrastructure. adjusting to pandemic conditions, lack of responsiveness and attention from staff and employees, guaranteeing certainty of settlement that is not in accordance with the stipulated rules is a challenge in implementing the dimensions of e-KTP services.


Keywords


service quality; e-KTP; pandemic; public service dimension

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DOI: https://doi.org/10.37295/wp.v14i02.57

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