Quality of Population Administration Services via Plavon Dukcapil in Sidoarjo Regency Population and Civil Registry Office

Kualitas Pelayanan Administrasi Kependudukan Melalui Plavon Dukcapil di Dinas Kependudukan dan Pencatatan Sipil Kabupaten Sidoarjo

Abstract

This study aims to describe the quality of population administration services, specifically the issuance of Child Identity Cards (KIA) at the Population and Civil Registration Office of Sidoarjo Regency, using the service quality theory of Zeithaml et al. The method used is descriptive qualitative with a purposive sampling technique. The results show that physically, the staff appear neat and the facilities are adequate although waiting chairs are limited. Service reliability is good because the procedures are clear, although there are delays in KIA issuance. Responses to complaints are fast through the hotline and social media. Guarantees of free service and data security increase public trust. Employees are also friendly and helpful without discrimination.