Kepuasan Masyarakat Terhadap Kualitas Layanan Pembuatan E-KTP ( Suatu Studi Di Kecamatan Lowokwaru Kota Malang)

Peoples Satisfactionon the Quality of Service Making E-KTP (A Study InLowokwaruMalang). In order to improve public services, the government issued a policy of the e-KTP program. This study intends to find out how the implementation of e-KTP and the level of community satisfaction on e-KTP service. The method used is a quantitative method. Results of this study indicate that 1) the creation of e-KTP is still a lengthy and convoluted. 2) The public strongly supports the e-KTP program, but the implementation of centralized, equipment limitations, uncertainty recording schedules, and frequent power outages poses in a quick and precise service. 3) Yet the public satisfied with the e-KTP service officer where all the variables, variables significantly influence the reliability of people's satisfaction with a score of 81,50%, responsiveness variables significantly influence people's satisfaction with a score of 78.33%, significantly influence the beliefs variable satisfaction with score of 84.66%, empathy significantly influence people's satisfaction with a score of 87.66%, and intangible variables significantly influence people's satisfaction, because it has a score of 86.83%. The average score of 83.80. All variables are jointly influential and significant to people's satisfaction. Partially variables also affect people's satisfaction. Of the five variables, the most dominant variables affect empathy towards people's satisfaction with a score of 87.66%