PENGARUH IMPLEMENTASI KEBIJAKAN KEPENDUDUKAN DAN KOMPETENSI PEGAWAI TERHADAP KEPUASAN MASYARAKAT DALAM PEMBUATAN KTP ELEKTRONIK DENGAN KUALITAS PELAYANAN MASYARAKAT SEBAGAI VARIABEL INTERVENING

Abstract

"The Influence of Population Policy Implementation and Employee Competence on Public Satisfaction Regarding Electronic ID Card (e-KTP) Issuance, with Public Service Quality as an Intervening Variable: A Study at the Population and Civil Registration Agency (Dukcapil) of East Lombok Regency." This thesis research aims to determine the extent to which policy implementation and service quality influence the satisfaction of e-KTP applicants at the Population and Civil Registration Agency (Dukcapil) of East Lombok Regency. The hypothesis tested is that the combined influence of population policy implementation and service quality on applicant satisfaction is determined by dimensions such as uncomplicated procedures, simple requirements, and service that meets public expectations. The study employs a survey method within an associative paradigm—research designed to test hypotheses regarding causal relationships between the variables under study. The population consists of e-KTP applicants at the agency, averaging approximately 100 applicants per month. A "saturated sampling" technique was used, resulting in a sample size of 80 applicants. The findings indicate that the combined influence of policy implementation and service quality on applicant satisfaction is determined by the aforementioned dimensions (uncomplicated procedures, simple requirements, and service meeting public expectations), alongside other factors. The strength of the relationship between these variables is positive but moderate.

Keywords: policy implementation, population policy implementation, service quality, applicant satisfaction, employee competence.