Vol. 8, Issue 6, Part A (2022)

Abstract
Public services carried out by the government include community services and administrative services. These two things go hand in hand in realizing good service performance in government. The government is required to further improve its performance in order to provide the best service to the community. One aspect that needs to be improved is related to population administration services, in this case birth certificates at the Tomohon City Population and Civil Registration Service. This study is a descriptive study using a qualitative approach to determine the quality of service and the factors that influence birth certificate services. Data analysis techniques used are interviews, observation, and documentation. The results of this study indicate that the quality of birth certificate services is seen from the dimensions of tangible (direct evidence), reliability (reliability), and responsiveness (responsiveness), as well as from the factors that affect the quality of birth certificate services at the Population and Civil Registration Office of Tomohon City. quite optimal. The reduction in service hours in the current pandemic situation has resulted in increasingly limited services to the community. Then, there are still many people who do not know about the flow of online services because the socialization is not too optimal. The following relates to the continuing miscommunication between the kelurahan registration officer and the operator at the Tomohon City Population and Civil Registration Office. This could be due to the unequal distribution of registration officers from urban villages who receive technical guidance regarding the use and operation of the Tomohon e-Dukcapil application.