<![CDATA[ABSTRAK Pelayanan publik merupakan suatu hal yang wajib diberikan pemerintah kepada masyarakat, ada beberapa jenis pelayanan publik diantaranya pelayanan barang publik, pelayanan administratif, pelayanan atas jasa publik. Disini penulis akan membahas mengenai pelayanan administratif di dinas kependudukan dan pencatatan sipil Kabupaten Sidoarjo. Kebutuhan akan administrasi kependudukan berperan penting dalam kehidupan bernegara, dan setiap masyarakat yang ada wajib memiliki data kependudukan berupa Kartu Keluarga, Kartu Tanda Penduduk, Kartu Keterangan Kematian dll. Metode penelitian yang digunakan deskripif kualitatif dengan teknik pengumpulan data yang dilakukan dengan cara observasi, wawancara dan dokumentasi. Penelitian ini bertujuan untuk mendeskripsikan dan menganalisis pelayanan publik di Dinas Kependudukan dan Pencatatan Sipil Kabupaten Sidoarjo selama era pandemi Covid-19. Dalam kajian teori tentang pelaksanaan pelayanan administratif dilihat menggunakan Teori Parasuraman tentang 5 dimensi pelayanan publik yaitu Tangibles, Reliability, Responsiveness, Assurance, dan Empathy. Dari hasil penelitian yang sudah dilakukan Dinas Kependudukan dan Pencatatan Sipil Sidoarjo sudah melakukan 5 dimensi pelayanan tersebut tetapi masih perlu ditingkatkan dalam hal Tangible, Responsiveness, dan Assurance. Perlu adanya sosialisasi kepada masyarakat tentang tata cara pemberian layanan selama pandemi Covid-19 agar tidak terjadi kerumunan, dan petugas dapat memberikan pelayanan secara online kepada masyarakat. Kata Kunci: Pelayanan Publik, administrasi kependudukan, dimensi pelayanan publik ABSTRACT Public service is something that must be provided by the government to the community, there are several types of public services including public goods services, administrative services, services for public services. Here the author will discuss the administrative services in the population and civil registration services of Sidoarjo Regency. The need for population administration plays an important role in state life, and every existing community is required to have population data in the form of a Family Card, Identity Card, Death Certificate etc. The research method used is descriptive qualitative with data collection techniques carried out by means of observation, interviews and documentation. This study aims to describe and analyze public services at the Sidoarjo Regency Population and Civil Registration Service during the Covid-19 pandemic era. In a theoretical study of the implementation of administrative services, it is seen using the Parasuraman theory of 5 dimensions of public services, namely Tangibles, Reliability, Responsiveness, Assurance, and Empathy. From the results of research that has been carried out, the Sidoarjo Population and Civil Registration Service has carried out these 5 service dimensions but still needs to be improved in terms of Tangible, Responsiveness, and Assurance. There is a need for socialization to the public about the procedures for providing services during the Covid-19 pandemic so that crowds do not occur, and officers can provide services online to the public. Keywords: Public Services, population administration, dimensions of public services DOI : https://doi.org/10.33005/jdg.v11i1.2480]]>
Copyrights © 2021
