ANALISIS KEPATUHAN TERHADAP STANDAR PELAYANAN PUBLIK PEMERINTAH KOTA DISPENDUKCAPIL SURABAYA

Abstract

The population was at Surabaya Department of Population and Civil Registration Service which located at Jalan Tunjungan No. 1-3 Surabaya with the research period 2017-2018. This research aimed to determine the level of compliance with public service standards of Surabaya Department of Population and Civil Registration Service. While, the instruments used observation, interviews, and documentation. Moreover, the research was descriptive-qualitative. In addition, the data analysis technique started from collecting, processing, presenting the data obtained, and finally drawing conclusions. The standard of public service is a benchmark of service delivery activities in order to create quality public services which related to applicable rules. Furthermore, based on the research result, Surabaya Department of Population and Civil Registration was at high level of compliance with value of 94.5 on the public service standards in accordance with the indicators of Republic of Indonesia Ombusdman Regulation Number 22, 2016. However. There were unfulfilled of public service standard indicators such as the availability of information on service fees or tariffs which posted on the service room, the availability of information about procedures and ways for delivering complaints which was clearly to the public, and the unavailability of customer satisfaction measurement facilities of the service room.
Keywords: Public Service Standards, Compliance, Public Service.