Kualitas Pelayanan Pencatatan Nikah Di Kantor Urusan Agama (KUA) Merauke Kabupaten Merauke

Nur Iswanda; Syahruddin; Samel W. Ririhena; Umiyati Haris

doi:10.35724/mjpa.v8i1.7090

Nur Iswanda Prodi Magister Administrasi Publik FISIP Universitas Musamus Merauke
Syahruddin Program Studi Magister Administrasi Publik FISIP Universitas Musamus Merauke
Samel W. Ririhena Prodi Magister Administrasi Publik FISIP Universitas Musamus Merauke
Umiyati Haris Prodi Ilmu Politik FISIP Universitas Musamus Merauke

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Keywords: Quality, Service, Marriage registration

Abstract

This study aims to describe and analyze the quality of marriage registration services at the Merauke Religious Affairs Office (KUA), Merauke Regency. This research uses qualitative methods with data collection techniques are interviews with informants, observation and documentation. The results showed that the Quality of Marriage Registration Services at the Merauke Regency Religious Affairs Office (KUA) based on the service quality theory from Zeithaml at al. (Hardiansyah: 2018) has been running well and is able to provide quality service to the community so that people feel satisfaction with the services provided by officers. This service is reviewed from 5 dimensions, namely tangible, reliability, response, assurance, and empathy. And the standard of marriage registration services at the Merauke Religious Affairs Office (KUA) based on the Decree of the Minister of Administrative Reform Number 63 of 2003 concerning General Guidelines for the Implementation of Public Services can be seen from the indicator Service procedures are in accordance with service standards and the understanding of the community and officers is quite good. Completion time, the standard service completion time is in accordance with the marriage registration service guidelines. Service Fees, the cost of marriage services is in accordance with government regulations. Service Products, there are 2 products received by the community, namely the marriage certificate and marriage book which are given in good condition. Facilities and Infrastructure which include buildings, equipment and especially the marriage hall which should be able to attract public interest are still lacking. Supporting factors for good marriage registration services include transparency, responsiveness of officers, availability of facilities, friendliness and ability of officers, and efforts to improve systems and services. Meanwhile, inhibiting factors include human resources, infrastructure and operational costs.