PELAYANAN PENCATATAN PERNIKAHAN OLEH KUA DI KABUPATEN PEMALANG JAWA TENGAH The Marriage Registration Service Offered by Office of Religious Affairs in Pemalang Central Java

Marmiati Mawardi

Abstract


Marriage is sacred agreement between man and woman to build a family and to have descendants. Based on the law Number 1 1974 on marriage, a marriage for Muslim has to be registered at an office of religious affairs (KUA). This research aims to know the quality of services offered by KUA on marriage and to understand the consumers’ satisfaction on such service. This will look at the gap between of consumers’ needs. This study uses a quantitative approach and Likert scale in order to measure the consumers’ satisfaction index on marriage service. Data were collected by spreading questioners to the selected respondents which are people using such service in Pemalang district. Findings of this study show that the consumers’ satisfaction index is 86.96; it means that the marriage service is categories as good. Four among five indicators depict that are very good, it means that the service given by KUA is very gratified. One indicator categorized as a good is tangible indicator. Although it is generally good, it still needs to be improved. Meanwhile, the gap between the consumers’ perceived and expected service tends to be in good score. This is due to the score of consumers expectation is more than the score of the real service gained by the consumers.


Keywords


Satisfaction Index; Service; Marriage; Community Satisfaction; KUA

References


Arief. Budiman, Praktik Gratifikasi. www. eprints.walisongo.ac.id/.../Arief_Budiman-penelitian Diunduh 2 Mei 2016.

Keputusan Menteri PAN No 63 Tahun 2003 Tentang Pedoman Umum Penyelenggaraan Pelayanan Publik.

Kotler dan Amstrong. 2001. Prinsip-Prinsip Pemasaran, jilit I alih bahasa Aleksander Sindoro. Edisi delapan. Jakarta: Erlangga.

Nasution, M.N. 2005. Manajemen Mutu Terpadu. Jakarta: Ghalia Indonesia.

Peraturan Menteri Pendayagunaan Aparatur Negara dan Reformasi Birokrasi Republik Indonesia Nomor 36 tahun 2012 tentang Petunjuk teknis Penyusunan dan Penetapan Standar Pelayanan.

Rahima. 2013. Indeks Pencatatan Biaya Nikah di KUA. www.News. seminar hasil penelitian, diunduh 11 Desember 2013.

Sarlito, Sarwono W dan Meinarno, Eko A. 2009. Psikologi Sosial. Jakarta: Penerbit Salemba Humanika.

Tjiptono Fandi. 2008. Service Management Mewujudkan Layanan Prima. Yogyakarta: CV Andi Offset.

Tolkah. 2014. Persepsi Masyarakat terhadap kinerja Kantor Urusan Agama (KUA) Dan Biaya Pencatatan Nikah (Studi Pada KUA di Kabupaten Kudus) www.eprints.walisongo.ac.id/.../Tolkah-KUA diunduh 2 Mei 2016.

Undang-Undang No. 1 tahun 1974 Tentang Perkawinan




DOI: https://doi.org/10.18784/smart.v3i1.467

Refbacks

  • There are currently no refbacks.


Copyright (c) 2017 Marmiati Mawardi

Creative Commons License
This work is licensed under a Creative Commons Attribution 4.0 International License.