KUALITAS PELAYANAN PUBLIK PEMBUATAN KARTU TANDA PENDUDUK (KTP) DAN KARTU KELUARGA (KK) DI KANTOR KECAMATAN GONDANGREJO KABUPATEN KARANGANYAR

Abstract

This study aimed to describe the quality of public services of Recidential
Identity Card (Kartu Tanda Penduduk - KTP) and Family Identity Card
(Kartu Keluarga - KK). Research was conducted at the Sub-District Office of
Gondangrejo Karanganyar Regency. In order to measure the quality of
public services of those two cards, theory of service standard of Mahmudi
was exercised. The method used is descriptive qualitative. Data was
collected using interview and documentation collecting techniques.
Sampling method of this study was purposive sampling employing snowball
and accidental samplings methods. Informants in this study were the Staff
Head of KTP public service and of KK and the costumers applying to have
KTP and KK. To validate the findings, data triangulation was employed.
Interactive analysis model as suggested by Miles and Huberman was
manipulated in this research. Based on research finding, it is concluded that
the quality of public service of KTP card and of KK card, when it is
measured from the aspect of procedures, it was found that fhe applicants
did not face complex and complicated procedures. They were just required
to have a letter of introduction issued by village head and a copy of the KK
card. Interms of time-needed, the completion needs short time because the
processing of KTP and KK cards are supported by adequate computer
equipment, thus inefficient matter of time before the service process can be
finished optimally. Interms of cost of public services, it is found that the cost
of KTP and KK are free of charge. Research result also indicated that the
product of KTP and KK cards are found good in which almost all of KTP and
KK are printed in accordance with the applicants’ identity. Viewing from the
existing facilities, applicants satisfy with the supporting facilities available in
the office in general, however, they said that they did mot satisfy with
cleanliness of the toilets and parking areas. Custumors were also complaint
due to the absence of saperated area between the parking area for
employees and for the customers. Dealing with the competency of the
employees, the applicants of KTP and KK said that the employee found to
be qualified in doing their tasks and they were also responsive to the
customers’ compalaint.
Keywords: public services quality of public service, Recidential Identity Card, Family
Card, procedure, time completion.