Pengaruh Kualitas Pelayanan dan Kemudahan Prosedur terhadap Kepuasan Masyarakat pada Layanan Penerbitan Akta Kelahiran di Disdukcapil Kota Jambi

Abstract

Public satisfaction with civil registration services depends greatly on administrative efficiency and service quality, particularly in processing essential documents such as birth certificates that provide legal identity and access to public services. This study examines the influence of administrative procedures and service quality on community satisfaction at the Jambi City Population and Civil Registration Office (Disdukcapil). A descriptive quantitative approach was employed involving 100 respondents who had previously used birth certificate registration services. Data were collected through questionnaires using a Likert scale and analyzed with statistical software through regression analysis, hypothesis testing, and variance analysis. The results indicate that both service quality and the ease of administrative procedures have a positive influence on public satisfaction. Clear procedures, responsive officers, accurate information, and efficient service processes contribute to a better public service experience. Therefore, improving service standards, simplifying bureaucratic procedures, and strengthening administrative efficiency are essential strategies for increasing community satisfaction and supporting effective local governance.