Pengaruh Digitalisasi Layanan dan Perilaku Petugas Pelayanan terhadap Kualitas Pelayanan Penerbitan SKCK Melalui Responsiveness pada Polres Tapanuli Selatan

Oloan Lubis; Nur Aisyah; Wan Suryani

doi:10.59059/jupiekes.v4i3.3296

Authors

Oloan Lubis Universitas Medan Area
Nur Aisyah Universitas Medan Area
Wan Suryani Universitas Medan Area

DOI:

https://doi.org/10.59059/jupiekes.v4i3.3296

Keywords:

Responsiveness, Service Digitalization, Service Officer Behavior, Service Quality, SKCK

Abstract

This study aims to analyze the effect of service procedure convenience and service officer behavior on the quality of Police Clearance Certificate (Surat Keterangan Catatan Kepolisian/SKCK) issuance services through the responsiveness dimension at the South Tapanuli Resort Police. Improving responsive public services is an important effort to strengthen public trust in police institutions. This research employed a quantitative approach, with data collected through questionnaires distributed to SKCK service applicants. The data were analyzed using regression analysis to examine the partial and simultaneous effects of the variables. The results show that service procedure convenience has a positive and significant effect on SKCK service quality through responsiveness. Likewise, service officer behavior has a positive and significant effect on service quality through the responsiveness dimension. Simultaneously, both variables contribute significantly to improving the quality of SKCK issuance services. These findings indicate that effective service procedures, combined with professional, friendly, and responsive officers, play an important role in enhancing public service performance. The study concludes that improving SKCK service quality at the South Tapanuli Resort Police requires an integrated strategy focusing on simplifying procedures, strengthening officer competencies, and developing professional service ethics. The findings are expected to serve as a reference for policymakers in improving the quality of public services within police institutions.

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