Pengaruh Penerapan Standar Operasional Prosedur, Fasilitas Dan Kompetensi Pegawai Terhadap Kualitas Pelayanan Di Suku Dinas Kependudukan Dan Pencatatan Sipil Kota Administrasi Jakarta Timur

Abstract

The research identified issues of delays in service delivery caused by convoluted procedures, long waiting times, and prolonged document processing. The purpose of this study is to analyze and evaluate the extent of the influence of the implementation of SOPs, facilities, and employee competence on service quality at the Population and Civil Registration Sub-Department of East Jakarta Administrative City. This research uses a quantitative approach with the population consisting of the entire community in the Population and Civil Registration Sub-Department of East Jakarta Administrative City. Based on Cochran's formula, the required sample size was rounded to 100 respondents. Data was collected through the distribution of questionnaires and analyzed using SPSS software with statistical analysis techniques. Based on the research findings, the implementation of SOPs influences service quality, facilities
influence service quality, and employee competence influences service quality. The combined effect of SOP implementation, facilities, and competence on the service quality at the Population and Civil Registration Sub-Department of East Jakarta Administrative City. Based on the research findings, it is recommended that Sudin Dukcapil East Jakarta improve accountability training, update work facilities, develop employee training programs, conduct soft skills training, and provide rewards to employees to improve service quality and interactions with the public.