Analysis of Public Satisfaction with Electronic ID Card Services at the Population and Civil Registration Office of Merauke Regency

Abstract

This study aims to analyze the level of public satisfaction with electronic identity card (E-KTP) administrative services at the Department of Population and Civil Registration (Disdukcapil) of Merauke Regency by using seven indicators established in the Decree of the Minister of Administrative Reform No. KEP/25/M.PAN/2004, namely: service procedures, staff discipline, staff responsibility, courtesy and friendliness, staff competence, fairness in service, and environmental comfort. In addition, this study also identifies the factors influencing public satisfaction.The research method used was a qualitative descriptive approach through in-depth interviews with 24 informants. The findings show that the level of public satisfaction with E-KTP services at the Department of Population and Civil Registration of Merauke Regency is relatively good but still needs further improvement. Service procedures require better queue management and online systems; staff discipline needs improvement in punctuality and presence during working hours; staff responsibility requires enhanced technical competence to optimize accountability; courtesy and friendliness of officers are already very good and represent the main strength in public service delivery; staff competence requires additional training and performance monitoring; fairness in service provision calls for mobile service policies or regional quota adjustments; and environmental comfort needs improvement through additional facilities such as air conditioning, adequate seating, and elderly/disability-friendly spaces.Meanwhile, the factors influencing public satisfaction with E-KTP services in Merauke Regency include the availability of facilities and technical infrastructure, completeness and validity of citizens’ documents, quality of interaction and staff professionalism, service queue systems and accessibility, and internal staff satisfaction.