The Service Quality of Family Card Administration at the Office of Population and Civil Registration of Palu

Abstract

This study was conducted at the Office of Population and Civil Registration of Palu, Central Sulawesi. The purpose of this study was to find out the service quality for family card administration at the Office of Population and Civil Registration of Palu. The theory applied in this study was Zethmal, Parasuraman, & Berry’s theory, which consists of 5 indicators: tangibles, reliability, responsiveness, assurance, and empathy. The type of this study was descriptive qualitative. Furthermore, the number of informants in this study was 5 people selected purposively. Data used in this study consisted of 2 types: primary and secondary data. Primary data were obtained through interviews and direct observation in the field, while secondary data were obtained from documents, regulatory rules related to the problem studied, and research reports regarding the service quality of family card administration in qualitative research. The results showed that the service quality of family card administration at the Office of Population and Civil Registration of Palu was not in a good category. This can be seen from the five indicators of service quality: tangibles, reliability, responsiveness, assurance, and empathy. Although the indicators for reliability, assurance, and empathy received a good response from the community, the indicators for tangibles and responsiveness received a poor response from the community. Therefore, the officers in the Office of Population and Civil Registration of Palu need to pay more attention to improve their service quality in order to achieve excellent service quality.

Keyword - Quality, Card, Administration, Public