ABSTRACT

The sustainability of national development and public services must include a special attention to the population factor as the subject and object. A birth certificate is an identity form and an integral part of citizen civil and political rights. Unfortunately, the people in Garut still consider the service quality of the local Population and Civil Registration Agency is not yet effective in serving the society during birth certificate application process. Therefore, this study aims to find out the influence of service quality provided during the process of birth certificate application toward public satisfaction in the Population and Civil Registration Agency of Garut. Using a quantitative approach, data were collected through observations, interviews, literature studies and questionnaire distributions. Questionnaires were spread to 100 respondents using non probability sampling technique which is a purposive sampling. The result of this study indicates that there is an influence of service quality during the process of birth certificate application toward Public Satisfaction in the Population and Civil Registration Agency of Garut as big as 36%. The results of this study can be treated as a reflection of the performance of the Garut government in serving a birth certificate in Garut.