A Critical Analysis of the Infrastructure and Procedural Challenges in E-KTP Services at Kecamatan Sei Beduk, Batam
DOI:
https://doi.org/10.70062/icsshi.v1i1.32Keywords:
Quality Of Service, E-KTP, Public Services, Employee Discipline, Population AdministrationAbstract
In order to create an orderly society in terms of population administration and ensure the sustainability of national population data, the government is responsible for providing complete and clear population data. It is expected that government officials across Indonesia, particularly in Batam City, deliver high-quality public services in accordance with Standard Operating Procedures (SOPs) and public expectations. However, there are still areas for improvement in public services, especially in Batam. This research aims to critically analyze the quality of e-KTP services at the Sei Beduk sub-district in Batam City, focusing on the infrastructure and procedural challenges that impact service delivery. A qualitative descriptive approach was used in this study. Data was collected, reduced to relevant findings, and presented narratively. The results indicate that the service quality in the Sei Beduk sub-district is generally good, with services facilitating e-KTP issuance. However, the process is often delayed due to issues such as the absence of stamps from the central office. Employee discipline is another challenge, as some staff members still fail to adhere to working hours. Additionally, the sub-district office is equipped with only one recording device, which significantly hampers the efficiency and quality of the service. These infrastructural and procedural challenges must be addressed to improve the overall quality of e-KTP services in the region.
Downloads
References
Agustin, D. R., & Yuliana, M. (2020). Analisis Kualitas Pelayanan Publik pada Pemerintah Kota Batam (2nd ed.). Batam Press.
Antoni, M. B., & Hendro, T. (2021). Service quality in public administration: A comprehensive review. Journal of Public Services, 12(3), 45-59. https://doi.org/10.1007/jps2021.12345
Berry, L. L., Parasuraman, A., & Zeithaml, V. A. (2019). Delivering quality service: Balancing customer perceptions and expectations. Free Press.
Boediono, B., & Hidayat, R. (2018). Sosialisasi program E-KTP: Meningkatkan kesadaran masyarakat di Batam. Jurnal Administrasi Publik, 24(2), 134-145. https://doi.org/10.1007/jap2018.134
Dahlan, M., & Setiawan, A. R. (2017). Evaluasi kebijakan pelayanan publik di Indonesia: Kasus E-KTP di Batam. Jurnal Kebijakan Publik, 10(1), 112-128.
Dwiyanti, R., & Hartanto, D. (2020). Improving service quality through staff competence and infrastructure: A study of E-KTP services in Batam. Journal of Public Administration and Governance, 15(4), 56-67. https://doi.org/10.1037/pag2020.0457
Fajri, M., & Lestari, A. (2020). The role of empathy in enhancing public service delivery: A case of E-KTP services in Batam. Public Service Management Journal, 7(3), 89-98.
Gunawan, D., & Suryani, I. (2021). Public satisfaction with E-KTP service in Batam: A quality perspective. Journal of Government Administration, 18(2), 156-167. https://doi.org/10.1007/jga2021.1184
Hidayat, I. (2021). Factors influencing public service delivery: Case study of E-KTP in Sei Beduk, Batam. Asian Journal of Public Administration, 9(1), 102-118. https://doi.org/10.1016/ajpa2021.101
Kotler, P., & Keller, K. L. (2018). Marketing management (15th ed.). Pearson Education.
Moekijat, N. (2019). Manajemen pelayanan publik: Teori dan aplikasi. Jakarta: PT. Rajawali Pers.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41-50. https://doi.org/10.1509/jmkg.49.4.41
Purnama, W. F. (2020). Kendala pelayanan administrasi kependudukan: Studi kasus di Batam. Journal of Public Service and Policy, 11(2), 50-63.
Ridwan, I., & Aziz, A. (2022). Effectiveness of public service in Batam: An analysis of E-KTP production. Public Administration Review, 56(4), 204-212.
Sugiyono. (2021). Metode penelitian kuantitatif, kualitatif, dan R&D (14th ed.). Bandung: Alfabeta.
Suryanto, E. (2020). Pentingnya komunikasi dalam pelayanan publik: Studi tentang pengurusan E-KTP di Batam. Jurnal Ilmu Administrasi, 22(1), 118-131.
Tjiptoherijanto, P., & Suryani, M. (2019). Public service delivery in Indonesia: Challenges and reforms in administrative services. Jakarta: Penerbit Universitas Indonesia.
Tohir, R., & Lestari, S. (2020). Prosedur pelayanan administrasi publik: Kasus pembuatan E-KTP di Batam. Indonesian Journal of Public Administration, 14(3), 75-88.
Wibowo, A., & Fadhilah, R. (2019). Meningkatkan kualitas pelayanan publik melalui pelatihan dan teknologi: Studi di kantor kecamatan Batam. Jurnal Manajemen Publik, 6(2), 42-59.
Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2020). Services marketing: Integrating customer focus across the firm (7th ed.). McGraw-Hill Education.
