ANALISIS KEPUASAN MASYARAKAT TERHADAP PELAYANAN DALAM PERSPEKTIF ISLAM (STUDI KASUS DINAS KEPENDUDUKAN DAN PENCATATAN SIPIL KABUPATEN KUTAI TIMUR)

Abstrak

Penelitian ini bertujuan untuk menganalisis kepuasan masyarakat terhadap pelayanan di Dinas Kependudukan dan Pencatatan Sipil Kabupaten Kutai Timur dalam perspektif Islam. Menggunakan pendekatan kualitatif dengan jenis penelitian lapangan, data dikumpulkan melalui observasi, wawancara mendalam kepada tiga petugas pelayanan dan empat masyarakat pengguna layanan, serta dokumentasi, kemudian dianalisis dengan model Miles dan Huberman serta diuji keabsahannya melalui teknik triangulasi. Hasil penelitian menunjukkan bahwa kepuasan masyarakat terhadap pelayanan tergolong cukup baik, yang didorong oleh proses pelayanan yang lebih cepat, prosedur yang mudah dipahami, serta pendampingan aktif dari petugas. Bentuk pelayanan yang diterapkan bersifat hybrid antara online dan offline, bersifat sistematis, transparan, dan didukung oleh sistem antrian yang adil tanpa diskriminasi. Dari perspektif Islam, pelayanan tersebut telah mencerminkan nilai-nilai amanah, kejujuran, keadilan, dan ihsan, terutama dalam pemberian informasi yang akurat dan perlakuan yang setara kepada seluruh masyarakat. Penelitian ini menyimpulkan bahwa integrasi nilai-nilai Islam dalam pelayanan publik mampu meningkatkan kualitas layanan secara moral dan spiritual, serta memberikan kontribusi dalam pengembangan model pelayanan publik yang lebih bermartabat dan berkeadilan di instansi pemerintahan daerah.

This study aimed to analyze public satisfaction with services at the Population and Civil Registration Office of East Kutai Regency from an Islamic perspective. A qualitative field research approach was employed, with data collected through observation, in-depth interviews with three service officers and four community members, and documentation. The data were analyzed using Miles and Huberman’s interactive model and validated through triangulation techniques. The findings revealed that public satisfaction with the services was generally quite good. This satisfaction was primarily driven by faster service processes, clearer and more understandable procedures, and active guidance provided by officers from the beginning until the documents were issued. The form of service implemented was hybrid, combining online and offline channels, and was characterized by systematic, transparent, and easily comprehensible procedures supported by a fair and non-discriminatory queuing system. From an Islamic perspective, the services reflected core values such as amanah (trustworthiness), honesty, justice, and ihsan (excellence in service), particularly in the provision of accurate information and equal treatment of all community members. The study concluded that the integration of Islamic values into public service delivery enhanced both the moral and spiritual quality of services and contributed to the development of a more dignified, just, and community-oriented model of public administration at the local government level.