Jannah, Salsabila Ainun (2026) KUALITAS PELAYANAN MELALUI PEMANFAATAN MEDIA SOSIAL DI DINAS KEPENDUDUKAN DAN PENCACATAN SIPIL KABUPATEN TAPIN. Diploma thesis, UNIVERSITAS ISLAM KALIMANTAN MAB.
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Abstract
ABSTRAK Salsabila Ainun Jannah, 2025, Kualitas Pelayanan Melalui Pemanfaatan Media Sosial Di Dinas Kependudukan Dan Pencatatan Sipil Kabupaten Tapin, Pembimbing I : Iswiyati Rahayu, Pembimbing II : Junaidy Tujuan penelitian adalah untuk mengetahui gambaran kualitas pelayanan publik serta kendala yang dihadapi dalam pemanfaatan media sosial oleh Dinas Kependudukan dan Pencatatan Sipil (Disdukcapil) Kabupaten Tapin. Metode penelitian menggunakan pendekatan kualitatif dengan jenis penelitian deskriptif. Data dikumpulkan dengan wawancara, observasi, dan dokumentasi kepada empat informan, yaitu kepala bidang pemanfaatan data dan inovasi pelayanan, pengelola akun media sosial, dan pengguna media sosial. Analisis data menggunakan model interaktif melalui tahapan reduksi data, penyajian data, dan penarikan kesimpulan. Hasil penelitian menunjukkan bahwa pemanfaatan media sosial oleh Disdukcapil Tapin telah berkontribusi dalam peningkatan kualitas pelayanan melalui lima dimensi SERVQUAL: tangibles, reliability, responsiveness, assurance, dan empathy. Media sosial berfungsi sebagai sarana informasi, edukasi, serta pengaduan publik. Kendala yang ditemukan antara lain spam chat dari masyarakat, belum adanya SOP pelayanan digital, kesenjangan literasi digital, serta sosialisasi yang belum optimal. Penelitian ini merekomendasikan penguatan kapasitas SDM dan penyusunan SOP digital untuk peningkatan pelayanan yang lebih profesional, cepat, dan inklusif. Kata Kunci: Kualitas Pelayanan, Media Sosial, Strategi Digital ABSTRACT Salsabila Ainun Jannah, 2025, Service Quality Through the Utilization of Social Media at the Civil Registration and Population Office (Disdukcapil) of Tapin Regency, Supervisor I: Iswiyati Rahayu, Supervisor II: Junaidy The aim of this study is to describe the quality of public services and the obstacles encountered in the use of social media by the Civil Registration and Population Office (Disdukcapil) of Tapin Regency. This research applies a qualitative approach with a descriptive research design. Data were collected through interviews, observation, and documentation involving four informants, namely the Head of the Division for Data Utilization and Service Innovation, social media administrator, and social media users. Data analysis was carried out using an interactive model involving data reduction, data display, and conclusion drawing. The findings reveal that the use of social media by Disdukcapil Tapin has contributed to improving service quality through five SERVQUAL dimensions: tangibles, reliability, responsiveness, assurance, and empathy. Social media serves as a medium for information dissemination, public education, and complaint handling. Challenges identified include spam messages from the public, the absence of digital service SOPs, gaps in digital literacy, and suboptimal socialization efforts. This study recommends strengthening human resource capacity and establishing clear digital SOPs to improve public services that are more professional, responsive, and inclusive. Keywords: Service Quality, Social Media, Digital Strategy
| Item Type: | Thesis (Diploma) |
|---|---|
| Uncontrolled Keywords: | Kata Kunci: Kualitas Pelayanan, Media Sosial, Strategi Digital |
| Subjects: | H Social Sciences > HN Social history and conditions. Social problems. Social reform |
| Depositing User: | Salsabila Ainun Jannah |
| Date Deposited: | 13 May 2026 01:24 |
| Last Modified: | 13 May 2026 01:24 |
| URI: | http://eprints.uniska-bjm.ac.id/id/eprint/35288 |
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