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Technium Social Sciences Journal
Vol. 51, 1-10, November, 2023
ISSN: 2668-7798
www.techniumscience.com
Quality of Public Services in The Population and Civil
Registration Office of Minahasa Regency
Wandri Tumewu, Wilson Bogar2, Marthinus Mandagi3
Public Administration Study Program, Magister Program, Universitas Negeri Manado
Email: wandritumewul994@gmail.coml, wilsonbogar@unima.ac.id2,
marthinusmandagi@unima.ac.id3
Abstract. This research aims to analyze the quality of service in issuing family cards at the
Population and Civil Registration Service of Minahasa Regency. This research used qualitative
research methods, and 4 (four) informants were interviewed. The results of existing research
show that the quality of service available for issuing family cards at the Population and Civil
Registration Service of Minahasa Regency is still not optimal, because based on the results of
research data, it was found that there are still delays in issuing family cards, which can take
weeks or months. Then there are still various obstacles in processing the issuance of Family
Cards, such as community power outages, internet or computer network problems. In fact, the
public does not know and understand the conditions required for issuing a Family Card. In fact,
there is still a lack of socialization regarding the requirements for issuing Family Cards to the
community and existing human resources are still very lacking. Furthermore, there is still a
shortage of Family Card forms at the Minahasa Regency Population and Civil Registration
Service.
Keywords. Quality, Public Service, Family Card
A. Introduction
Public service is a function of the state apparatus in order to improve the welfare of
society and as a factor for improving existing public services in Indonesia (Kairupan et al.,
2019) [1]. Every human being basically needs service, it can be said that service cannot be
separated from human life. One of the functions that must be carried out by the government is
the public service function or community service function related to the implementation and
general tasks of government, one of which is the population system which in its implementation
is largely related to the rights of the population or community (Tumilantouw et al., 2020) [2].
The quality of public services is a very determining element in creating the best service
to the community so that the state's goals, one of which is to improve the welfare of the
community, can be fulfilled optimally (Mandagi et al., 2023) [3]. Meanwhile Lukman (1999)
in Mandagi et al. (2020) explains that service quality is the service provided to customers in
accordance with service standards that have been standardized as guidelines for providing
services [4]. Service standards are measurements that have been determined as a standard of
good service.
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