Siti Rahayu Septiany, Beddy Iriawan Maksudi, Irma Purnamasari


Various community responses tend to suggest that different types of public services suffered a setback which is mainly marked by numerous irregularities in the public service. Systems and procedures are complicated, and human resources were slow in providing the service, expensive, closed, and discriminatory and cultured not serve, but served also an aspect of public service spotlight, especially in terms of population administration one of them in the service of making electronic ID card.

The research objective is to know the quality of the electronic ID card service in District Cisarua, Bogor regency.

The theory that used to analyze the quality of service is a theory proposed by Parasuraman in Harbani Pasolong (2013) which has five dimensions of service quality to be able to successfully include the dimensions of tangible, reliability, responsiveness, assurance, empathy. The five dimensions above should be implemented fully for one another have relevance.

This research used descriptive quantitative method by using questionnaires as the main instrument to data collect.

These results indicate that the quality of the electronic ID card service in District Cisarua, Bogor regency according to respondents of employees included in the criteria for the interpretation of Good, while according to the respondents community service quality Electronic Identity Card in District Cisarua, Bogor regency included in the criteria Pretty Good. It is explained that the completion of this electronic ID card service can’t be resolved quickly due to the completion of this electronic ID cards involve other agencies, namely the Department of Population and Civil Registration in Bogor district is not authorized for card printing and database processing.

 Suggestions from this study recommend that the government give them the authority to process the district population database that can handle an error in the electronic ID card identity. Then the district should continue to strive to conduct socialization to the village office of each region, with emphasis to the village to mobilize RW and RT convey any information which would have informed to the public;


Keywords: Service Quality of electronic ID cards

Full Text:



A Anwar Prabu Mangkunegara, 2002. Manajemen Sumber Daya Manusia,

Bandung : PT. Remaja Rosda Karya

Fandy Tjiptono, 1996. Manajemen Jasa, Yogyakarta: Penerbit Andi

----------------, 2000. Manajemen jasa. Yogyakarta: Andi Offset.

Inu Kencana Safiie. 2009. Sistem Administrasi Negara Republik Indonesia (SANRI). Jakarta : Bumi Aksara

Kotler (2000). Manajemen Pemasaran Edisi Milenium. Jilid 1&2. Jakarta : PT. Prenhalindo.

Kotler, 2009. Kotler, Philip. 2009. Manajemen Pemasaran. Jakarta: Erlangga

Pasolong, Harbani, 2008. Kepemimpinan Birokrasi. Bandung : Alfabeta

Reni Yanti Paelongan, 2015. Kualitas Layanan Pembuatan Akta Kelahiran

pada Dinas Kependudukan dan Pencatatan Sipil Kabupaten Tanah Toraja. Sulawesi : Universitas Hasanudin.

Soleh, Muhammad, 2005, Hubungan Persepsi Masyarakat Tentang Perilaku Birokrasi Terhadap Kualitas Pelayanan Publik. Tesis, Program Pascasarjana Program Studi Administrasi Negara Universitas Terbuka, Jakarta.

Sugiyono, 2011. Metode Penelitian Kuantitatif, Kualitatif dan R&D. Bandung:Alfabeta.

----------, 2012. Metode Penelitian Administrasi. Bandung : Alfabeta.

Tampubolon, Manahan, 2012. Perilaku Keorganisasian. Bogor : Ghalia


Tjiptono, Fandy. 2012. Service Management Mewujudkan Layanan Prima.

Yogyakarta: CV Andi Offset

Ummulchairi, 2012. Kualitas Pelayanan Akta Kelahiran di Dinas Kependudukan dan Catatan Sipil Kota Makassar. Sulawesi Selatan: Universitas Hasanudin.

Yuli Sudoso Hastono, 2008. Pelayanan Publik di Bandar Udara Polonia

Medan, Medan : Universitas Sumatera Utara.

Sumber Dokumen:

Undang-undang Nomor 11 Tahun 2008 tentang Informasi dan Transaksi


Undang-undang Nomor 23 Tahun 2006 tentang Administrasi Kependudukan

Undang-undang Nomor 24 Tahun 2013 tentang Perubahan Atas Undangundang Nomor 23 Tahun 2006 Tentang Administrasi Kependudukan

Undang-undang Nomor 25 Tahun 2009 tentang Pelayanan Publik

Peraturan Daerah Kabupaten Bogor Nomor 24 Tahun 2008 tentang Organisasi Dan Tata Kerja Kecamatan


  • There are currently no refbacks.