The Quality of the Plavon Application as a Means of Providing Population Administration Services

Kualitas Aplikasi Plavon Sebagai Sarana Pelayanan Administrasi Kependudukan

Abstract

 The study uses a qualitative descriptive approach with data collection techniques through interviews, observations, and documentation. Data was also collected through the distribution of questionnaires to service users, with assessment indicators referring to three dimensions: reliability, assurance, and tangibles.The results show that on the reliability indicator, Plavon is considered capable of providing timely service in accordance with procedures, although some delays due to technical issues were still found. On the assurance indicator, most respondents felt confident in the competence of the staff and were satisfied with their friendly attitude and informative service. Meanwhile, on the tangibles indicator, respondents assessed that physical facilities such as computers, internet networks, and service rooms were still suboptimal and needed improvement to support user comfort. Overall, improvements are needed especially in physical aspects and technical support to enable the service to run more effectively.