Kualitas Pelayanan Pada Dinas Kependudukan Dan Pencatatan Sipil Kota Pekanbaru Dalam Pembuatan Akta Kelahiran

Abstract

Civil registration services, particularly birth certificate issuance, are essential public services provided by
the state. However, various technical and social obstacles are still found in practice. This study aims to examine
the quality of birth certificate services at the Population and Civil Registration Office (Disdukcapil) of
Pekanbaru City and identify the inhibiting factors. This research uses a descriptive qualitative approach with in
depth interview techniques. Informants include five service users and three officials from Disdukcapil: the Head
of Civil Registration Services, the Head of Population Information Management, and one service staff member.
Data were collected through observation, documentation, and interviews, and analyzed using the interactive
model of Miles and Huberman. The results show that service quality is measured through four indicators:
convenience, fairness, equal treatment, and transparency with honesty. In general, services follow procedures,
but inconsistencies in information, limited technological infrastructure in peripheral areas, and lack of public
understanding of procedures persist. The main inhibiting factors are unprepared documents, limited staff
availability, and mismatched public expectations regarding service time. These findings highlight the need for
strengthened communication, improved staff training, and service approaches that are responsive to community
conditions.