Administrasi Pemerintahan Daerah

Problem Statement/Background (GAP): Sambas Regency is a district with an area that has a variety
of cultures, one of which is photo marriage. Photo marriage is a marriage custom of the Ethnic
Chinese by holding a family meeting and making a wedding ceremony without registering the
marriage at the Population and Civil Registration Office, just like siri marriage. The Chinese
community considers that photo marriage is enough without registering their marriage at the
Population and Civil Registration Office, this causes the low rate of marriage certificate ownership
in Sambas Regency, the quality of service is one of the causes of the low rate of ownership of marriage
certificate registration in Sambas Regency. Purpose: The purpose of the study was to determine the
quality of services, obstacles, and efforts of the Population and Civil Registration Office in
overcoming the low ownership of marriage certificates. Method: The method used is descriptive
qualitative research method with inductive approach. The informants are the Head of the Office, the
Head of the Marriage Registration Service, the Head of the Marriage, Divorce, and Child
Adoption/Reinvalidation Deed Recording Section, the Population and Civil Registration Office,
religious leaders, Village Heads, Religious Leaders and Chinese people who register their marriages.
The analysis technique used is descriptive data analysis with three stages, namely data reduction,
data presentation and verification. Result: The results of this study are 1) the population and civil
registration office has good service quality as seen from five dimensions, namely physical evidence,
reliability, responsiveness, assurance, and empathy. 2) The obstacles include: incomplete facilities
and infrastructure, employee competency development that has not been implemented, not all
monasteries and temples can issue blessing letters, low public awareness regarding the importance
of marriage registration, there are people who marry underage. 3) The efforts of the Population and
Civil Registration Office are socialization to the community, cooperation with various parties,
promotion through brochures, banners, and internet sites and submitting applications for additional
ASN at the Population and Civil Registration Office. Conclusion: The Population and Civil
Registration Service has good service quality, this is in accordance with the results of interviews,
observations, documentation and data that researchers obtained in the field. Service providers,
namely employees, have met the criteria as employees who have service quality in accordance with
the 5 (five) dimensions proposed by Zeithaml in Hardiansyah (2011:46).