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"Pelayanan penerbitan SKCK Polri mengalami berbagai ketimpangan sehingga menimbulkan ketidakpuasan dan keluhan masyarakat. Adapun bentuk ketimpangan berupa praktek pungutan liar, penundaan penerbitan, pelanggaran standar pelayanan, dan pelanggaran integritas petugas pelayanan. Polri dituntut mampu menyelenggarakan pelayanan penerbitan SKCK yang berkualitas sehingga dapat memenuhi kepuasan masyarakat. Penelitian ini bertujuan untuk menganalisis kualitas pelayanan penerbitan SKCK di Polres Payakumbuh dan menganalisis faktor-faktor yang mempengaruhi kualitas pelayanan penerbitan SKCK di Polres Payakumbuh. Penelitian ini merupakan penelitian kuantitatif dengan teknik pengumpulan data Accidental Sampling menggunakan kuesioner, wawancara, dan studi kepustakaan. Survei kuesioner dilakukan terhadap 100 (seratus) orang responden pelanggan SKCK. Data yang diperoleh diolah dengan menggunakan analisis statistik deskriptif, diagram Importance-Performance Analysis, dan analisis faktor eksploratori. Hasil penelitian menunjukan bahwa kualitas pelayanan penerbitan SKCK di Polres Payakumbuh sudah cukup baik, terlihat dari skor kinerja yang mendekati skor kepentingan untuk sebagian besar dimensi dan atribut kualitas pelayanan. Kemudian terdapat 2 (dua) komponen utama yang mempengaruhi kualitas pelayanan yakni: (1) kombinasi aspek profesionalisme petugas, penanganan dokumen yang baik, kepedulian terhadap pelanggan, dan kemampuan memberikan solusi secara bersamaan untuk memaksimalkan kepuasan pelanggan, dan (2) terdapat trade-off antara pemberi informasi yang jelas dan penyediaan solusi langsung.

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The National Police's SKCK issuance service experiences various disparities, giving rise to public dissatisfaction and complaints. The forms of inequality include the practice of illegal levies, delays in publishing, violations of service standards, and violations of the integrity of service officers. The National Police is required to be able to provide quality SKCK issuance services so that they can meet community satisfaction. The goals of this research is to analyze the quality of SKCK issuance services at Payakumbuh Police and analyze the factors that influence the quality of SKCK issuance services at Payakumbuh Police. This research is quantitative research with Accidental Sampling data collection techniques using questionnaires, interviews and literature studies. A questionnaire survey was conducted on 100 (one hundred) SKCK customer respondents. The data obtained was processed using descriptive statistical analysis, Importance-Performance Analysis diagrams, and exploratory factor analysis. The research results show that the quality of SKCK issuance services at the Payakumbuh Police is quite good, as seen from the performance scores which are close to the importance scores for most dimensions and attributes of service quality. Then there are 2 (two) main components that influence service quality, namely: (1) a combination of aspects officer's professionalism, good document handling, concern for customers, and the ability to provide solutions simultaneously to maximize customer satisfaction, and (2) there is a trade-off between providing clear information and providing immediate solutions."

"Penerapan layanan SKCK online merupakan salah satu upaya Polres Metro Depok dalam menyelenggarakan inovasi pelayanan publik berbasis elektronik. Layanan SKCK Online Polres Metro Depok sendiri memiliki keunggulan melalui penyediaan website registrasi/pendaftaran permohonan SKCK secara online yang dapat diakses di https://polrestadepok.skckonline.id. Dengan adanya website ini pemohon dapat mengisikan informasi data diri lebih awal dan mendapatkan kode booking pengajuan SKCK untuk kemudian melakukan verifikasi data dan penerbitan SKCK di kantor Polres Metro Depok. Namun, data menunjukkan bahwa layanan SKCK ini masih ditemui sejumlah kekurangan dimana hingga saat ini belum mampu mengakomodir layanan secara online dari hulu ke hilir, sehingga terkadang menimbulkan keluhan dari masyarakat. Penelitian ini bertujuan untuk menganalisis faktor-faktor dalam model sukses sistem informasi menurut DeLone dan McLean (2003) pada penerapan SKCK Online Polres Metro Depok berdasarkan persepsi pengguna. Pendekatan pada penelitian ini menggunakan pendekatan kuantitatif dengan teknik pengumpulan data mix method melalui penyebaran kuesioner dan wawancara mendalam, sedangkan teknik analisis data nya menggunakan Structural Equation Model (SEM). Hasil penelitian menujukkan bahwa terdapat faktor-faktor yang mempengaruhi penerapan layanan SKCK Online Polres Metro Depok berdasarkan model sukses sistem informasi DeLone & McLean. Faktor tersebut yaitu, (1) System Quality (SQ) berpengaruh signifikan terhadap Intention to Use (IU), (2) System Quality (SQ) berpengaruh signifikan terhadap User Satisfaction (US), (3) Information Quality (IQ) berpengaruh signifikan terhadap User Satisfaction (US), (4) Service Quality (SEQ) berpengaruh signifikan terhadap User Satisfaction (US), (5) User Satisfaction (US) berpengaruh signifikan terhadap Intention to Use (IU), (6) User Satisfaction (US) berpengaruh signifikan terhadap Benefit (B), dan (7) Intention to Use (IU) berpengaruh signifikan terhadap Benefit (B).

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One of the many efforts of Polres Metro Depok in innovating public service based on electronics is implementing the SKCK online service. The SKCK online service of Polres Metro Depok has one benefit as it provides an online website https://polrestadepok.skckonline.id where people can submit their request to have SKCK online. With this website, people can fill in their personal data information early and get a booking code for their SKCK request, which they can use for data verification and the printing process of SKCK at the Polres Metro Depok office. However, data showed that the SKCK service was not able to accommodate the online service from start to finish so that people sometimes complained about it. This study aimed to analyze the factors of the success model of information systems based on DeLone and McLean (2003) in the implementation of SKCK Online at Polres Metro Depok based on the user perception. This study used a quantitative approach with a mixed method of distributing questionnaires and in-depth interviews to collect data. This study used Structural Equation Model (SEM) to analyze data. The result of the study showed that there were a lot of factors that influence the implementation of SKCK service at Polres Metro Depok based on the factors of the success model of the information system based on DeLone and McLean (2003). Those factors are (1) System Quality (SQ) significantly influenced Intention of Use (IU), (2) System Quality (SQ) significantly influenced User Satisfaction (US), (3) Information Quality (IQ) significantly influenced User Satisfaction (US), (4) Service Quality (SEQ) significantly influenced User Satisfaction (US), (5) User Satisfaction (US) significantly influenced User Satisfaction (US), (6) User Satisfaction (US) significantly influenced Benefit (B), and (7) Intention to Use (IU) significantly influenced Benefit (B).

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