Tingkat Kepuasan Masyarakat Terhadap Pelayanan Administrasi Kependudukan Berbasis E-Government Di Kecamatan Banjarbaru Selatan
DOI:
https://doi.org/10.71153/wathan.v3i2.497Keywords:
Public Satisfaction, E-Government, Population Administration Services, Service Quality, SERVQUALAbstract
The purpose of this study was to determine the level of public satisfaction with e-government-based population administration services in Banjarbaru Selatan Sub-district and identify the factors that influence it. The background of this research is based on the persistence of public complaints related to service quality, such as the inadequate condition of the E-KTP recording room and inadequate servers, which have an impact on service effectiveness. This research applies a quantitative approach with descriptive methods. The data collection technique is based on a questionnaire distributed to 79 respondents utilizing purposive sampling technique. Data were analyzed using the SERVQUAL method to measure five dimensions of service quality: tangible, reliability, responsiveness, assurance, and empathy. The results showed that in general the community was quite satisfied with population administration services, although there were still some negative gaps between expectations and reality, especially in the aspects of reliability and physical facilities. This study recommends increasing server capacity and improving physical facilities to improve the overall quality of public services.
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Copyright (c) 2026 Gazali Rahman, Siti Hidayatul Ferdiyanti, Abdurrahman Abdurrahman, Ach Fatori (Author)
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