PUBLIC SERVICE STANDARDS IN MANAGING FAMILY CARDS AND RESIDENTIAL Identification Cards AT COLOMADU DISTRICT GOVERNMENT OFFICES

Abstract

This research is "Public Service Standards in Arranging Family Cards and
Resident Identity Cards at Colomadu District Government Offices". In
Colomadu District there is a need to improve services because there are still
problems with delays in making and publishing population administration
documents because the SOP has not been implemented optimally.

Public Service Standards in Managing Family Cards and Resident Identity
Cards at the Colomadu District government office were analyzed using the
public administration service quality theory from Zeithaml, Berry and
Parasuraman in Fandy Tjiptono, (2005:70), there are 5 indicators, namely
tangible dimensions, reliability dimensions, responsiveness , service quality
assurance, care. The results of this research can be concluded that public service
standards in making KK and KTP at the Colomadu District government office
are good, such as having service support facilities, clear service procedures,
employee ability to use tools during the service process, employee ability to
provide information to the public, respond every service user who wants to get
services, provides cost guarantees and guarantees of certainty in KK and KTP
services, Colomadu District public services have implemented care and put the
interests of service users first, employees serve with courtesy and non-
discrimination, employees also accept suggestions and criticism from the publi