Wulandari, Rahma (2026) KUALITAS PELAYANAN ADMINISTRASI KEPENDUDUKAN MELALUI PROGRAM SIAP MELAYANI MASYARAKAT MALAM HARI (SIMMAMAH) DI KECAMATAN TAMAN KABUPATEN SIDOARJO. Undergraduate thesis, UPN Veteran Jawa Timur.
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Abstract
Population administration services constitute an essential aspect of public service in ensuring citizens' rights to obtain official civil registration documents. To improve service accessibility for residents who are unable to visit government offices during regular working hours, the Taman District Office of Sidoarjo Regency introduced the Siap Melayani Masyarakat Malam Hari (SIMMAMAH) Program, which provides population administration services in the evening. However, the implementation of the program continues to encounter several challenges, including the limited availability of electronic identity card (e-KTP) blanks, disruptions to the Population Administration Information System (SIAK), and inadequate dissemination of service requirements. This study aims to describe the quality of population administration services through the SIMMAMAH Program in Taman District, Sidoarjo Regency. This research employed a qualitative descriptive approach. Data were collected through interviews, observations, and documentation and were analyzed using the Miles, Huberman, and Saldaña interactive model through data condensation, data display, and conclusion drawing. The findings indicate that the quality of services provided through the SIMMAMAH Program has generally been implemented well based on the five dimensions of service quality proposed by Zeithaml, Parasuraman, and Berry as cited in Hardiansyah. The tangibles dimension demonstrates that service facilities are adequate, although information media regarding service requirements should be improved. The reliability dimension shows that services are delivered according to established procedures despite being affected by SIAK network disruptions and the limited availability of e-KTP blanks. The responsiveness dimension reflects the promptness of officers in responding to community needs. The assurance dimension is reflected in staff competence, procedural certainty, and professional conduct, while the empathy dimension is demonstrated through friendly, fair, and nondiscriminatory services. The findings are expected to serve as an evaluation reference for improving the quality and sustainability of population administration services through the SIMMAMAH Program.
| Item Type: | Thesis (Undergraduate) | ||||||||
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| Subjects: | H Social Sciences > HN Social history and conditions. Social problems. Social reform | ||||||||
| Divisions: | Faculty of Social and Political Sciences > Departement of Public Administration | ||||||||
| Depositing User: | Rahma Wulandari | ||||||||
| Date Deposited: | 22 Jul 2026 04:48 | ||||||||
| Last Modified: | 22 Jul 2026 06:44 | ||||||||
| URI: | https://repository.upnjatim.ac.id/id/eprint/57304 |
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