Kualitas Pelayanan dalam Pengajuan Pembuatan E-KTP di Kantor Desa Suruhwadang Kecamatan Kademangan Kabupaten Blitar

This research was conducted to determine the description and obstacles in the quality
of service in applying for an E-KTP at the Suruhwadang Village Office. The research method
uses a qualitative descriptive approach. Data was collected by means of observation, interviews
and documentation. The data analysis used is data collection, data condensation, data display
(data presentation), and conclusion drawing/verifications (describing and verifying
conclusions). The results of research on the quality of service in applying for an E-KTP at the
Suruhwadang Village Office, Kademangan District, Blitar Regency, can be said to be not good
enough, it can be seen from several obstacles to the service at the Suruhwadang Village Office,
including the lack of officers, as well as inadequate service facilities. The quality of service in
applying for an E-KTP at the Suruhwadang Village Office, Kademangan District, Blitar
Regency is seen from indicator 1) Tangible, in the form of inadequate service facilities such as
limited space, lack of air conditioning, unstable network, and lack of a special service desk for
filling out the form, 2) Reliability, of employees at the Suruhwadang Village Office in operating
service aids is not yet completely good, shown by the presence of several officers who are not
yet proficient in operating service aids due to rolling positions that are not in accordance with
HR capabilities, thereby hampering service which results in not being optimal, 3)
Responsiveness of employees is quite responsive in helping the community when responding to
needs and showing concern when responding to the community, 4) Assurance, guaranteeing the
timeliness of services at the Suruhwadang Village Office is still not in accordance with the
wishes of the community, as shown by there are complaints regarding the estimated time for
making an E-KTP, 5) Emphaty, a pleasant impression during the service process can be seen
from the officer's friendly, smiling, non-discriminatory and respectful attitude towards the
community.