Analisis Kinerja Pelayanan Administrasi Kependudukan di Kantor Kecamatan Saparua Kabupaten Maluku Tengah
Abstract
This study aims to analyze the performance of population administration services at the Saparua Subdistrict Office, Central Maluku Regency. The research focuses on four key indicators: productivity, service quality, responsiveness, and accountability of public service officials. A descriptive qualitative approach was employed, using in-depth interviews, direct observation, and documentation conducted between Juli–September 2024. The findings indicate that population administration services in Saparua still face several challenges, including limited human resources, inadequate facilities, and unstable internet connectivity. Service productivity remains suboptimal, with an average of 20–25 documents processed per day out of a target of 40. Service quality and responsiveness are constrained by weak public communication and insufficient supervision. Nevertheless, there is a growing commitment from local government to enhance service delivery through the digitalization of the Population Administration Information System (SIAK) and continuous capacity building for civil servants. The study concludes that improving service performance requires an integrated strategy encompassing digital infrastructure enhancement, human resource strengthening, and managerial reform oriented toward digital governance. The results are expected to contribute empirically to strengthening digital public service transformation policies in archipelagic regions.
Keywords
Service Performance, Population Administration, Public Servants, Digitalization, Saparua Subdistrict
References
Badan Pusat Statistik. (2023). Maluku Tengah dalam angka 2023. BPS Kabupaten Maluku Tengah.
Badan Pusat Statistik. (2024). Kecamatan Saparua dalam angka 2024. BPS Kabupaten Maluku Tengah.
Bappenas. (2024). Indeks kesiapan digital Indonesia Timur tahun 2024. Kementerian PPN/Bappenas.
Creswell, J. W. (2021). Qualitative inquiry and research design: Choosing among five approaches (4th ed.). Sage Publications.
Direktorat Jenderal Kependudukan dan Pencatatan Sipil. (2023). Laporan kinerja Ditjen Dukcapil tahun 2023. Kementerian Dalam Negeri Republik Indonesia.
Dwiyanto, A. (2021). Reformasi birokrasi dan peningkatan kinerja aparatur publik di Indonesia. Gadjah Mada University Press.
Hidayat, R., Nuraini, & Zulfikar. (2023). Digitalisasi layanan publik di daerah kepulauan: Tantangan dan strategi. Jurnal Administrasi Publik Indonesia, 10(2), 145–160.
Kementerian Dalam Negeri Republik Indonesia. (2023). Laporan nasional administrasi kependudukan tahun 2023. Kementerian Dalam Negeri Republik Indonesia.
Kementerian Dalam Negeri Republik Indonesia. (2024). Laporan digitalisasi layanan administrasi kependudukan 2024. Direktorat Jenderal Dukcapil.
Kementerian Pendayagunaan Aparatur Negara dan Reformasi Birokrasi. (2023). Transformasi pelayanan publik menuju digital government Indonesia 2024. KemenPANRB.
Kompas. (2020, December 15). Lima keluhan utama warga terhadap layanan administrasi kependudukan. Kompas.
Miles, M. B., Huberman, A. M., & Saldaña, J. (2018). Qualitative data analysis: A methods sourcebook (4th ed.). Sage Publications.
Nugroho, B. (2022). Tantangan efektivitas pelayanan publik di wilayah kepulauan. Jurnal Kebijakan dan Manajemen Publik, 9(3), 233–247.
Osborne, D., & Gaebler, T. (2020). Reinventing government: How the entrepreneurial spirit is transforming the public sector. Addison-Wesley.
PPID Kemendagri. (2024). Laporan pengawasan pelayanan adminduk tahun 2024. Kementerian Dalam Negeri Republik Indonesia.
Putra, D., & Simatupang, R. (2022). Perilaku aparatur dan kualitas pelayanan publik di tingkat kecamatan. Jurnal Ilmu Pemerintahan, 14(2), 189–202.
Rahmawati, E., & Yulianto, A. (2022). Implementasi kebijakan digitalisasi administrasi kependudukan di Indonesia Timur. Jurnal Transformasi Pemerintahan, 8(1), 33–47.
Rahman, F., & Sari, M. (2022). Infrastruktur digital dan efektivitas pelayanan publik di Kabupaten Seram Bagian Barat. Jurnal Administrasi dan Kebijakan Publik, 12(1), 45–58.
Setiawan, D., & Wibowo, A. (2022). Supervisi dan akuntabilitas dalam pelayanan publik daerah. Jurnal Manajemen Pemerintahan Daerah, 7(2), 98–112.
Sutrisno, B. (2022). Sarana pelayanan publik dan kepuasan pengguna di tingkat kecamatan. Jurnal Birokrasi dan Pelayanan Publik, 5(1), 25–38.
Tahir, L., & Makatita, R. (2023). Pelayanan publik di daerah kepulauan: Analisis koordinasi dan infrastruktur digital. Jurnal Pembangunan Daerah, 11(4), 377–390.
UNDP. (2021). Public accountability and digital governance in Southeast Asia. United Nations Development Programme.
Wahyudi, M. (2021). Analisis efektivitas pelayanan publik berbasis digital di daerah pedesaan. Jurnal Ilmu Administrasi Negara, 8(2), 101–117.
Winarno, S. (2022). Hubungan kesiapan infrastruktur digital dan efisiensi pelayanan publik. Jurnal Teknologi Pemerintahan, 6(3), 155–170.
Yani, F. (2023). Kesenjangan digital dalam pelayanan publik di wilayah kepulauan. Jurnal Kebijakan Publik Nusantara, 9(1), 12–27.
Zubaidi, I. (2020). Profesionalisme aparatur dalam pelayanan kependudukan. Jurnal Pelayanan Publik Indonesia, 7(2), 211–224.
Published
How to Cite
Issue
Section
Copyright
Copyright (c) 2026 Winny Prajawati Salamor, Normawati, Hengky Virgo Richardo Pattimukay
The author(s) retain full copyright of this work. The copyright holder grants the journal the right of first publication and the right to distribute the work under the terms of the selected open-access license.
License
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
All published content in Takuana: Jurnal Pendidikan, Sains, dan Humaniora is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License (CC BY NC SA 4.0). This license allows others to share, copy, redistribute, and adapt the work for non-commercial purposes, as long as proper credit is given to the original author(s) and source, and any derivative works are distributed under the same license.
Attribution must include a clear citation of the original work and a statement indicating whether any changes were made. Commercial use is not permitted under this license and there is no additional legal or technological restrictions may be applied. For more information about the license terms and permissible use, please refer to the full license text available here.
