The Influence of Birth Certificate Application Process Service toward Public Satisfaction in the Population and Civil Registration Agency of Garut Regency
Ikeu Kania, Dini Turipanam Alamanda, Nurbudiwati, Daris Hasmi Fauzan

Garut University

Abstract

The sustainability of national development and public services must include a special attention to the popu-lation factor as the subject and object. A good quality of public service is required in organizing national population administration system. A birth certificate is an identity form and an integral part of citizen civil and political rights. Unfortunately, the people in Garut Regency still consider the service quality of the local Population and Civil Registration Agency is not yet effective in serving the society during birth certificate application process. Therefore, this study aims to find out the influence of service quality provided during the process of birth certificate application toward public satisfaction in the Population and Civil Registration Agency of Garut regency.
Using a quantitative approach, data were collected through observations, interviews, literature studies and questionnaire distributions. Questionnaires were spread to 100 respondents using non probability sampling technique which is a purposive sampling. The collected data were then analyzed using multivariate analysis of multiple regression. The result of this study indicates that there is an influence of service quality during the process of birth certificate application toward Public Satisfaction in the Population and Civil Registra-tion Agency of Garut Regency as big as 36%.

Keywords: service quality; public satisfaction; birth certificate application process.

Topic: Marketing Management