Afianti, Julia (2025) Kualitas Pelayanan Administrasi Terpadu Kecamatan Di Kecamatan Mojoanyar Kabupaten Mojokerto. Undergraduate thesis, UPN Veteran Jawa Timur.
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Abstract
This research is motivated by the phenomenon of delays in completing population administration service documents in Mojoanyar District, Mojokerto Regency, which does not meet the standard service time of three working days. This problem was identified through citizen registration book data and a public satisfaction survey from 2021–2024, which indicated that the time dimension was the lowest-scoring element of service. This study aims to describe and analyze the quality of integrated administrative services in Mojoanyar District. The study used a qualitative descriptive method, with data collection techniques including structured interviews, observation, and documentation. The research informants consisted of the Head of the Subdistrict Service Section, service staff, and community service users. Data validity was validated through triangulation of sources, techniques, and time. The results indicate that, in general, population administration services, reviewed from the dimensions of Tangible, Responsiveness, Competence, Courtesy, Credibility, Security, Access, Communication, and Understanding the Customer, are of high quality. However, in the Reliability aspect, obstacles were still found due to limited forms, network disruptions, and gradual procedures that require cross-agency coordination, which impacted the timeliness of document completion, especially related to population services. These delays have an impact on decreasing public satisfaction even though other aspects are considered adequate. Therefore, continuous evaluation of the availability of service logistics, optimization of procedures, and improvements to technological infrastructure are essential to optimize the quality of public services in Mojoanyar District and meet public expectations. Keywords : Service Quality, PATEN, Mojoanyar District
| Item Type: | Thesis (Undergraduate) | ||||||||
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| Subjects: | J Political Science > JA Political science (General) J Political Science > JF Political institutions (General) > JF1338-2112 Public administration |
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| Divisions: | Faculty of Social and Political Sciences > Departement of Public Administration | ||||||||
| Depositing User: | Julia Afianti | ||||||||
| Date Deposited: | 22 Jul 2025 07:08 | ||||||||
| Last Modified: | 22 Jul 2025 07:08 | ||||||||
| URI: | https://repository.upnjatim.ac.id/id/eprint/40462 |
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