DOI of the published article https://doi.org/10.52423/neores.v6i1.836
Quality of Population Administration Services Using the Plavon Dukcapil Application at the Gempolsari Village Tanggulangin District Sidoarjo Regency
Kualitas Pelayanan Administrasi Kependudukan Menggunakan Aplikasi Plavon Dukcapil di Desa Gempolsari Kecamatan Tanggulangin Kabupaten Sidoarjo
DOI:
https://doi.org/10.21070/ups.7593Keywords:
Quality, Population Administration, Plavon DukcapilAbstract
This study analyzes the quality of population administration services using the Plavon Dukcapil application in the Gempolsari Village Government, based on Zeithaml et al.'s service quality theory. Using a qualitative approach, data were collected through observations and in-depth interviews with three informants. The results show that employees demonstrate good appearance and discipline, but the lack of service flow information boards remains a drawback. Employees are skilled in system operation but need to improve service procedure delivery. Responsiveness is high due to effective communication facilities, while assurance is limited by the inability to guarantee document completion time. Empathy is reflected in employees’ friendliness and commitment to community needs, creating a satisfying service experience. However, service efficiency can still be improved. To enhance service quality, it is recommended that the village government add service flow information boards and improve document completion time management to ensure more effective and transparent services.
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