This study examined the marriage registry service quality provided by the Office of Religious Affairs of South Dullah Sub-district, Tual City based on 5 Servqual dimensions, Customer Satisfaction Index and Importance Performance Analysis. Based on the Service Quality Gap, the result showed that the marriage registry service of the Office of Religious Affairs of South Dullah Sub-district still has a significant gap between users\u27 perception and expectation of the service although the general public\u27s assessment of the marriage registry service indicated a satisfactory level. The factors that should be the priority for improvement as perceived by the public include accuracy and clarity of the service schedule, the affordability, the reasonability and clarity of the marriage registry cost details, the simple procedure and the workflow of marriage registry service, the capacity of the service officers, the speed and accuracy of response to users\u27problems, the trust to users, and officers\u27 friendliness. These factors determined the success of the efforts of the Office of Religious Affairs of South Dullah to improve the quality of marriage registry service.
展开▼
