DAFTAR ISI

Lembar Judul Tugas Akhir...............................................................................i

Lembar Pernyataan Keaslian Tugas Akhir.......................................................ii
Lembar Pernyataan Publikasi Karya Ilmiah ....................................................iii
Lembar Persetujuan dan Pengesahan Tugas Akhir..........................................iv
Lembar Konsultasi Tugas Akhir.......................................................................v

Kata Pengantar..................................................................................................vii
Abstrak..............................................................................................................ix
Daftar Isi...........................................................................................................xi
Daftar Gambar..................................................................................................xiii
Daftar Lampiran................................................................................................xiv

BAB I PENDAHULUAN
1.1 Latar Belakang.........................................................................1
1.2 Rumusan Masalah....................................................................3
1.3 Tujuan dan Manfaat..................................................................3
1.4 Metode Penelitian.....................................................................4
1.5 Ruang Lingkup.........................................................................5
1.6 Sistematika Penulisan...............................................................5

BAB II LANDASAN TEORI

2.1 Prosedur....................................................................................6
2.1.1 Pengertian Prosedur.......................................................6
2.1.2 Karakteristik Prosedur....................................................7
2.1.3 Manfaat Prosedur...........................................................7
2.2 Pelayanan..................................................................................8
2.2.1 Pengertian Pelayanan.....................................................8
2.2.2 Karakteristik Pelayanan..................................................9
2.2.3 Manfaat Pelayanan.........................................................10
2.2.4 Unsur Yang Mencirikan Pelayanan Yang Baik.............10
2.2.5 Faktor Yang Mempengaruhi Pelayanan.........................11
2.2.6 Prinsip Pelayanan...........................................................13
2.2.7 Standar Kualitas Pelayanan............................................14
BAB III PEMBAHASAN
3.1 Tinjuan Umum .........................................................................16
3.1.1 Sejarah Kantor Kecamatan Pinang.................................16
3.1.2 Struktur & Tata Kerja Organisasi...................................17
3.1.3 Kegiatan Organisasi.......................................................22
3.2 Hasil Penelitian.........................................................................23
3.2.1 Prosedur Pelayanan Pembuatan E-KTP.........................24
3.2.2 Kendala Dalam Prosedur E-KTP...................................26
3.2.3 Cara Mengatasi Kendala................................................26
3.2.4 Syarat Untuk Pembuatan E-KTP....................................27

BAB IV PENUTUP
4.1 Kesimpulan...............................................................................28
4.2 Saran.........................................................................................29

DAFTAR PUSTAKA......................................................................................30
DAFTAR RIWAYAT HIDUP.......................................................................32
SURAT KETERANGAN RISET..................................................................33
LAMPIRAN-LAMPIRAN.............................................................................34
 DAFTAR GAMBAR

Gambar I Struktur Organisasi...........................................................................18

Gambar II Alur Prosedur Pelayanan E-KTP....................................................24
 DAFTAR LAMPIRAN

Blanko KTP Elektronik....................................................................................34

Alat Pencetak KTP Elektronik..........................................................................35
Tampilan Aplikasi SIAK..................................................................................36
Hasil Wawancara.............................................................................................. 37
Foto Ruang Pelayanan Kantor Kecamatan Pinang ..........................................41
Foto Bukti Wawancara.....................................................................................41