Studi Perbandingan Efektivitas Pelayanan Disdukcapil di Wilayah Kota dan Kabupaten
Keywords:
Comparative Study, Service Quality, The Population and Civil Registration OfficeAbstract
This study focuses on a Comparative Study of Public Service Quality at the Population and Civil Registration Offices of Tangerang City and Tangerang Regency. Several issues were identified, including differences in facilities and infrastructure, differences in service procedures, and differences in service speed between the Population and Civil Registration Offices of Tangerang City and Tangerang Regency. The theory used in this study is the Servqual theory by Parasuraman, as cited in Tjiptono (2016:153), which includes five dimensions: Tangibles, Reliability, Responsiveness, Assurance, and Empathy. This study employs a descriptive quantitative method, with data collection techniques including questionnaires and documentation studies. The validity of the data was ensured through Validity Testing, Reliability Testing, Normality Testing, and Hypothesis Testing. The results of the study indicate that there are differences in service quality between the Population and Civil Registration Offices of Tangerang City and Tangerang Regency across all measured dimensions. The most significant difference was found in the tangibles (physical evidence) dimension. Therefore, it can be concluded that the quality of public services at the Population and Civil Registration Office of Tangerang City is better than that of the Population and Civil Registration Office of Tangerang Regency.
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