Analisis Kinerja Pelayanan Publik Pada Pelayanan Penerbitan Kartu Keluarga di Dinas Kependudukan dan Pencatatan Sipil Kota Manado
DOI:
https://doi.org/10.35791/agrirud.v8i3.69003Keywords:
Public Service Performance, Family Card, Community Satisfaction Index, Population AdministrationAbstract
This study aims to analyze the performance of public services in Family Card issuance services at the Department of Population and Civil Registration of Manado City. The study employed a quantitative survey approach involving 98 respondents who were users of Family Card services. The research instrument was developed based on the nine public service elements stipulated in the Regulation of the Minister of Administrative and Bureaucratic Reform Number 14 of 2017. Data were analyzed using the Community Satisfaction Survey and Community Satisfaction Index. The results revealed that public service performance was categorized as Very Good with a Community Satisfaction Index score of 89.63 and service quality grade A. The highest score was obtained by service provider behavior with a score of 93.03, while facilities and infrastructure received the lowest score of 85.20. Overall, Family Card issuance services have met community expectations and complied with public service standards. However, improvements in facilities, infrastructure, and service completion time are necessary to further improve service quality.
References
Denhardt, J. V., & Denhardt, R. B. 2020. The New Public Service: Serving, Not Steering. New York: Routledge.
Dwiyanto, A. 2021. Mewujudkan Good Governance Melalui Pelayanan Publik. Yogyakarta: Gadjah Mada University Press.
Hardiyansyah. 2018. Kualitas Pelayanan Publik: Konsep, Dimensi, Indikator, dan Implementasinya. Yogyakarta: Gava Media.
Kogoya, M., Lolowang, T. F., & Kaunang, R. 2022. Kualitas Pelayanan Publik Dinas Kependudukan dan Pencatatan Sipil Kabupaten Puncak Jaya. AGRIRUD, 4(3), 273–283.
Laporan Akuntabilitas Kinerja Instansi Pemerintah (LAKIP) Dinas Kependudukan dan Pencatatan Sipil Kota Manado Tahun 2025.
Mahmudi. 2019. Manajemen Kinerja Sektor Publik. Yogyakarta: UPP STIM YKPN.
Mangkunegara, Anwar Prabu. 2017. Manajemen Sumber Daya Manusia Perusahaan. Bandung: PT Remaja Rosdakarya.
Osborne, Stephen P. 2021. Publik Service Logic: Creating Value for Publik Service Users, Citizens, and Society. London: Routledge.
Peraturan Menteri Pendayagunaan Aparatur Negara dan Reformasi Birokrasi Republik Indonesia Nomor 14 Tahun 2017 tentang Pedoman Penyusunan Survei Kepuasan Masyarakat Unit Penyelenggara Pelayanan Publik.
Putri, A., & Hidayat, B. 2020. Kinerja Pelayanan Publik pada Pelayanan penerbitan kartu keluarga di Kabupaten Sleman.
Rahmawati. 2022. Analisis Kinerja Pelayanan Publik pada Dinas Kependudukan dan Pencatatan Sipil Kabupaten Gowa.
Ratminto, & Winarsih, Atik Septi. 2020. Manajemen Pelayanan. Yogyakarta: Pustaka Pelajar.
Samsudin, & Pribadi, Ulung. 2014. Kinerja Pelayanan Publik Studi Kasus pada Dinas Kependudukan dan Catatan Sipil Kota Jambi. Jurnal Ilmu Pemerintahan dan Kebijakan Publik.
Sinambela, Lijan Poltak. 2019. Reformasi Pelayanan Publik: Teori, Kebijakan, dan Implementasi. Jakarta: Bumi Aksara.
Siregar. 2021. Analisis Kinerja Pelayanan Publik dalam Pelayanan Administrasi Kependudukan di Dinas Kependudukan dan Pencatatan Sipil Kota Medan.
Supriyanto, Dhona Fitriliawati, dkk. 2021. Analisis Kinerja Pelayanan Publik di Masa Pandemi (Studi Pelayanan E-KTP Kabupaten Karawang). Jurnal Ranah Publik Indonesia Kontemporer.
Undang-Undang Republik Indonesia Nomor 23 Tahun 2006 tentang Administrasi Kependudukan.
Undang-Undang Republik Indonesia Nomor 24 Tahun 2013 tentang Perubahan atas Undang-Undang Nomor 23 Tahun 2006 tentang Administrasi Kependudukan.
Undang-Undang Republik Indonesia Nomor 25 Tahun 2009 tentang Pelayanan Publik.
Wibowo. 2018. Manajemen Kinerja. Jakarta: Rajawali Pers.
Downloads
Published
Issue
Section
License
Copyright (c) 2026 Valerie Immanuel Muaja, Grace Adonia Josefina Rumagit, Tommy Ferdy Lolowang
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
