Quality of Marriage Registration Services at the Religious Affairs Office (KUA) of Ciparay District, Bandung Regency
DOI:
https://doi.org/10.38035/jlph.v6i6.3889Keywords:
Public Service, Marriage Registration, Service Quality, Office of Religious Affairs, Street-Level BureaucracyAbstract
This research is motivated by indications that the quality of service at the Religious Affairs Office (KUA) of Ciparay District, Bandung Regency, has not fully met the expectations of the community, despite the improvement of facilities and the implementation of an online registration system. The research gap was identified because previous studies on marriage registration services generally only relied on the SERVQUAL model to describe the perception of services, without explaining why frontline officers behaved in this way. This study aims to analyze the quality of marriage registration services at the Ciparay District KUA based on five dimensions, namely tangible, reliability, responsiveness, assurance, and empathy. The method used is qualitative descriptive, with data collection through in-depth interviews, observations, and document reviews, and analyzed through source triangulation. The results of the study show that services in general have run well in all dimensions, characterized by improving facilities, compliance with procedures, disseminating information through various channels, technological assistance, and friendly attitude of officers. Shortcomings are still found in the completeness of information, certain delays, lack of officer initiatives, and gaps in technology access in rural areas.
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