KUALITAS PELAYANAN KEPENDUDUKAN BAGI LANSIA, DISABILITAS, DAN ODGJ MELALUI PELAYANAN MOBIL SERBAGUNA (STUDI DI DISPENDUKCAPIL KOTA BATU)

The number of Batu City residents is quite large, ranging from children to the elderly. Starting from healthy people and people who are less healthy in terms of physical and mental health. Which is usually called disability. This raises several problems in community administration services, especially for the elderly age group. In addition to the elderly, there are also people who have difficulty or are even unable to reach services due to limited physical and mental abilities or what we often call disability. From several of these things, it causes obstacles to administrative services. First, the difficulty of the elderly and disabled in understanding the requirements for making population documents makes it difficult for officers to record their identities. This results in a delay in the process of document administration. Second, the limited ability of the elderly and disabled to come directly to the administrative service location due to their health. This has a direct impact on the community and can take up the community's time to go back and forth to take care of the requirements set by the Batu City Population and Civil Registration Office. From the existence of several problems that occurred, the Batu City Population and Civil Registration Office carried out a Public Service Innovation, namely the Multipurpose Car for Elderly and Disability Services or abbreviated as MOSGUN PELANTAS. The purpose of this study was to determine the quality of the mosgun pelantas program and what factors inhibited the MOSGUN PELANTAS service process. The research method used was qualitative. While data collection techniques were carried out through interviews, observations, documentation. The data sources used were primary and secondary. The results of the MOSGUN PELANTAS service quality study used 5 concepts of service quality dimensions, namely: physical evidence (tangible), reliability, responsiveness, assurance, and empathy.