Kualitas Pelayanan Publik Pendaftaran Nikah Di Kantor Urusan Agama Kecamatan Mojoroto Kota Kediri

Yaqin, Moh Akmalul (2025) Kualitas Pelayanan Publik Pendaftaran Nikah Di Kantor Urusan Agama Kecamatan Mojoroto Kota Kediri. Skripsi thesis, Universitas Kadiri.

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Abstract

Legally, marriage is recognized by the state if it is officially registered through an authorized government institution. In this regard, the Office of Religious Affairs (KUA) serves as the service institution responsible for processing and recording marriages. Therefore, the government requires every married couple to possess a marriage certificate and marriage book as authentic proof of a valid marriage. This research aims to describe and analyze the quality of public services for marriage registration at the KUA Mojoroto Subdistrict, Kediri City. The focus of this study is on service quality, assessed through five SERVQUAL dimensions: tangible, reliability, responsiveness, assurance, and empathy. Data collection techniques included observation, interviews, and documentation, analyzed using an interactive analysis model. The results show that the quality of public services for marriage registration at KUA Mojoroto is considered good across all SERVQUAL dimensions. The tangible dimension includes neat staff appearance, comfortable facilities, and supporting technology, although additional waiting chairs are needed during peak times. Reliability is achieved through staff accuracy and clear procedures. Responsiveness is demonstrated by fast, timely, and solution-oriented services. Assurance is evident in the transparency, safety, and trustworthiness of services. Empathy is optimal, with staff being friendly, polite, patient, and non-discriminatory. Supporting factors include staff IT competence, friendliness, efficient services, procedural transparency, and fair treatment of all citizens. However, inhibiting factors remain, such as limited service space, insufficient waiting chairs, and cost perceptions due to modin services, despite KUA services being free when processed directly. Suggestions include expanding service areas, adding chairs, optimizing room layouts, socializing service cost policies, collaborating with village modin, and strengthening digital information media to enhance community comfort and understanding in accessing marriage registration services at KUA Mojoroto. Keywords: Quality, Public Service, Marriage Registration

Item Type:	Thesis (Skripsi)
Subjects:	H Social Sciences > H Social Sciences (General)
Divisions:	Fakultas Sospol > Prodi Ilmu Administrasi Publik S1
Depositing User:	Unnamed user with email rio.mahardiko@gmail.com
Date Deposited:	25 Feb 2026 04:36
Last Modified:	25 Feb 2026 04:36
URI:	http://repository.unik-kediri.ac.id/id/eprint/1066

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