MANAJEMEN PELAYANAN PENCATATAN PERNIKAHAN DI KANTOR URUSAN AGAMA (KUA) KECAMATAN NAN SABARIS KABUPATEN PADANG PARIAMAN

Abstract

There is public dissatisfaction with the service for recording marriage at the Office of Religious Affairs (KUA), Nan Sabaris District, Padang Regency, which is not in accordance with the SOP (Service Operational Standard). This study aims to determine community satisfaction with marriage registration services at the Office of Religious Affairs (KUA), Nan Sabaris District, Padang Pariaman Regency. The method used in this research is to use qualitative methods with a descriptive approach. The data collection technique was done by means of observation, interview and documentation. Data were analyzed by data reduction, data presentation and drawing conclusions. The results show (1) The procedure for marriage registration services is in accordance with the Regulation of the Minister of Religion (PMA) of the Republic of Indonesia Number 19 of 2018 concerning Marriage Registration, but the service flow made by the KUA is not displayed , so that people who are visiting the Office of Religious Affairs for the first time feel confusion. (2) The completion time of the marriage registration service at the Office of Religious Affairs, Nan Sabaris District, Padang Pariaman Regency is not in accordance with the Standard Operational Procedure (SOP), it is seen that there are still services that have not completed the completion time according to what has been determined. (3) The service fee for the registration of marriage that is charged to the community is in accordance with what has been determined (4) Products of marriage registration services that are accepted by the community include the marriage book, which is recorded after the marriage contract or no later than 3 days after the marriage contract and photo documentation as much as 2 sheets for catin who got married in the marriage hall. (5) Facilities and infrastructure in the Office of Religious Affairs (KUA), Nan Sabaris District, Padang Pariaman Regency have a level of comfort that is still lacking in terms of building area and other infrastructure (6) Competence of officers in providing services is in accordance with their knowledge, expertise, skills, attitudes and behaviors required.