| Summary: | The low quality of public services in Indonesia has long been a complaint of
society, because society considers that the complexity of the procedures of
service and high service costs. People often have difficulty obtaining access to
public services. Act 32 of 2004 expected to be able to improve the performance
of services carried out by the government especially in the provision of services
to the public. This research took the topic of service quality at the Office of
Population And Civil of Jayapura regency, in this case the authors have analyzed
that service quality is influenced by several factors, these factors become variable
influence (independent) includes apparatus for the services. The method used
descriptive qualitative data collection techniques through in-depth interviews,
questionnaires, observation and documentation, after it carried out the analysis.
Executive officers variables are seen from the dimensions of human resources,
professionalism, authority, and discretion, then the authors can conclude that the
low moral commitment of the authorities implementing service activities and also
the presence of various conflicts of interest involving officers, as a result of the
long chain of bureaucracy in the management of various kinds administrative
purposes associated with the Department of Population and Civil Registration of
Jayapura so greatly affect the poor quality of service in the Department. For that,
as an effort to improve the quality of the service quality office of Population and
Civil Registration of Jayapura District, then the leadership should further
enhance the motivation of subordinates working for more shows loyalty and
dedication in performing their duties. Thus the apparatus to avoid collusion in
the process of service to public thus becomes the office of Population and Civil
Registration Office is clean and the quality of service.
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