Efektivitas Pelayanan Pencatatan Dan Penerbitan Akta Kematian Di Dinas Kependudukan Dan Pencatatan Sipil Kabupaten Indragiri Hulu

Abstract

This study aims to evaluate the effectiveness of death certificate registration and issuance services at the Department of Population and Civil Registration of Indragiri Hulu Regency. The analysis is based on Sutrisno’s (2010) theory of service effectiveness, which includes five main indicators: goal achievement, service quality, efficiency, flexibility, and public satisfaction. A descriptive qualitative approach was employed, with data collected through observation, in-depth interviews, and documentation. The findings indicate that the service has been implemented according to established procedures and is effective in terms of meeting targets and increasing certificate issuance. However, several obstacles were identified, such as limited public outreach, low public understanding of service procedures, and delays exceeding service standards. The study recommends increasing public education efforts, enhancing staff training, and reformulating service procedures to be more adaptive and efficient.