Analisis Kualitas Pelayanan Pencatatan Nikah di Kantor Urusan Agama Kabupaten Merauke: Perspektif Efektivitas, Akuntabilitas, dan Kepuasan Masyarakat

Abstract

This study aims to analyze the quality of marriage registration services at the Merauke Regency Office of Religious Affairs (KUA) based on SERVQUAL dimensions and identify structural and policy factors that influence effectiveness, accountability, and public satisfaction. The study used a qualitative approach with a descriptive case study design. Data were collected through in-depth interviews with KUA officials, registrars, administrative staff, and community service users, direct observation of the service process, and documentation studies of SOPs, administrative archives, and related regulations. Data analysis was conducted thematically by examining the five SERVQUAL dimensions: reliability, responsiveness, assurance, empathy, and tangibles, as well as structural and policy factors surrounding the service. The results indicate that the quality of marriage registration services at the Merauke Regency KUA is in the good category and able to meet the expectations of the majority of the community. Officials are considered competent and professional, service procedures are relatively consistent with operational standards, and there is certainty about the timeframe for completing marriage documents. The interaction between officials and the community also demonstrates empathy and concern, especially in facilitating couples from remote areas. In addition, the transparency of the service flow and fee provisions are considered adequate, so that marriage registration services at the Merauke Regency KUA have reflected effective, accountable, and public satisfaction-oriented public service practices.