Kualitas Pelayanan Publik Pada Dinas Kependudukan Dan Pencatatan Sipil Kabupaten Minahasa

Abstract

This research aims to understand and describe the quality of public services at the Population and Civil Registration Service of Minahasa Regency. The method used in this research is a qualitative method with data collection techniques through interviews, documentation and observation. This research focuses on the Quality of Public Services at the Minahasa Regency Population and Civil Registration Service. Data collection techniques include; observation, interviews, and documentation. The results of research regarding the Quality of Community Services at the Minahasa Regency Population and Civil Registration Service show that: 1) Facilities and infrastructure: Limited facilities and infrastructure, long queues, and information technology problems disrupt Capil services. 2) Reliability: Poor time consistency, unclear information, and unsatisfactory responses mark problems in the reliability of Capil's services. 3) Capture Capacity: Lack of responsiveness, inadequate training, and dissatisfaction with problem handling mark obstacles in Capil's capture capacity. 4) Empathy: Slow responses, lack of clarity in explanations, and lack of empathy for the needs of service users reflect problems in the empathy aspect of Capil's services.