Abstract
The purpose of conducting this research is to find out and describe: 1). Service Quality in Improving Community Satisfaction at the Population and Civil Registration Service in Bone Bolango Regency, Gorontalo Province, 2) The determining factors in increasing community satisfaction at the Population and Civil Registration Service in Bone Bolango Regency, Gorontalo Province on an ongoing basis.
The approach used in this study is qualitative with qualitative methodsdescriptive. The research informants consisted of officials and apparatus at the Population and Civil Registration Office of Bone Bolango Regency and the community.Data collection techniques were in the form of observation, interviews and documentation which were then analyzed using Miles and Huberman's concepts consisting of data collection, data editing, data presentation and verification. The conclusions of this study are: 1. Service quality in increasing community satisfaction at the Population and Civil Registration Service in Bone Bolango Regency, Gorontalo Province is in accordance with the Standard Operating Procedures indicated by: a). The service procedures used are in accordance with the Standard Operating Procedures (SOP), but still need to be optimized, b). Service completion time has been fulfilled, but still needs to be maximized, c). the service fee for managing population documents, especially KTP and KK, is free, d). Service products owned by the Bonebolango Population and Civil Registration Office total 20 types of services, e). Owned facilities and infrastructure are sufficient but still need to be improved, and f). The competencies of service delivery officers are more dominant are undergraduate and senior high school, and 2. the determining factors in increasing community satisfaction at the Population and Civil Registration Service in Bone Bolango Regency, Gorontalo Province, have supported this as proven by: a). the organization owned by the Department of Population and Civil Registration is appropriate, because there is an organizational structure of the Service, but it is not optimal because there is still overlapping in the field of technical personnel, b). The leadership possessed by the Head of Service is one of the determining factors for success in increasing community satisfaction, because many changes have been made and have a democratic leadership spirit, c). the abilities and skills possessed from the aspect of educational background are in accordance with the standards, but from the aspect of skills and skills that still need to be improved because there is still a lack of civil servants in the field of technical operators, and d.) Awards and recognition are not given in the form of awards in the form of additional income .