Abstract:
Based on the results of IKM and SKM from 2015 to 2017 shows that the weakness of the service in Disdukpencapil
Tanah Laut Regency is in the element of service speed. The application of Law Number 24 of 2013 by Disdukpencapil
Tanah Laut Regency is inseparable from the obstacles in the form of not achieving the SPM target from the Ministry of
Home Affairs. The study was conducted from July to November 2017 at the Office of Population and Civil Registration
Agency of Tanah Laut Regency with a survey method (quantitative approach). This study only examined one factor,
namely resources. The research instrument was in the form of a community satisfaction questionnaire. Method of
distributing questionnaires using purposive sampling. The distribution of questionnaires was carried out by quotation test
in October 2017, for 5 days of service, with a total of 233 respondents consisting of 95 respondents in the Disdukpencapil
office and 138 respondents who received services in seven sub-district offices. Based on the results of this study it can be
concluded how the impact of the implementation of Law Number 24 of 2013 on increasing the effectiveness of services
by the Tanah Laut Regency Disdukpencapil in terms of achievement of SPM targets and service quality. When viewed
from the quality of service based on the answers to the questionnaire, the results showed an average of 72.01 (satisfied).
The highest satisfaction was with the officers who helped ease the population in getting services (76.22%), while the
lowest satisfaction was in the element of the length of service waiting time (68.33%). The results of the questionnaire
showed similarities with IKM and SKM conducted in 2015 to 2017, which were good on average. The accountability
factor is also reviewed by looking at the answers to the questionnaire which shows the results of the aspects with the
most answers being related to service officers (user convenience in asking for information when handling population
administration = 87.98%; and Officers are informative and clear in answering questions = 91.42%). The aspect that must
be improved is the service standard for the narrow service waiting room.
