The Influence of Service Quality on Public Satisfaction in the Use of Digital Population Identity Applications in the Department of Population and Civil Registration of Medan City
Introduction
The Digital Population Identity Application (IKD) is a platform that allows people to have digital identity that is officially recognized by the government. This digital identity is generally based on official documents such as KTP, passports, or other documents issued by the government. The IKD program is expected to improve the quality of population services. However, the community as users still face various challenges in using IKD applications, such as lack of familiarity with applications, lack of socialization, and lack of attention to the Community Satisfaction Index (IKM).
Background
The Department of Population and Civil Registration of Medan City is responsible for providing population services, including the issuance of digital ID cards and the activation of IKD accounts. However, the quality of these services has been a concern for the community. The lack of familiarity with IKD applications, lack of socialization, and lack of attention to the Community Satisfaction Index (IKM) have resulted in low public satisfaction with the services provided.
Research Objectives
This study aims to determine the effect of the quality of digital population identity application services on community satisfaction in making digital ID cards and activation of IKD accounts in Medan City. The research objectives are:
To determine the effect of service quality on public satisfaction in making digital ID cards and activation of IKD accounts in Medan City.
To identify the factors that influence the quality of digital population identity application services.
To provide recommendations for improving the quality of services in the Medan City Population and Civil Registry Office.
Methodology
This study used a quantitative approach with a descriptive research design. The data collection method used was a questionnaire distributed to 100 respondents using a simple random sampling technique. The data analysis technique used was Structural Equation Modeling (SEM) with the SmartPLS program.
Results
The results of the study showed that service quality has a positive and significant influence on public satisfaction. The path analysis test showed a value of 0.843, which indicates that the service quality variable has a positive and significant effect on public satisfaction in making digital ID cards and activation of IKD accounts in Medan City. The T-statistic value is 23,209 and the T-table value of 1.29 shows that 23,209 is greater than 1.29 with a significance level of 0,000.
Discussion
The results of the study indicate that service quality has a significant influence on public satisfaction in making digital ID cards and activation of IKD accounts in Medan City. This suggests that the quality of services provided by the Medan City Population and Civil Registry Office is a critical factor in determining public satisfaction.
Conclusion
This study emphasizes the need to improve service quality, especially in IKD applications and staff skills in meeting the needs of the community. Comprehensive evaluation and IKD application development are needed and further training for staff. Strict supervision of the quality of application services and more effective communication between staff and the community is also considered important.
Recommendations
To improve the quality of services in the Medan City Population and Civil Registry Office, further research is recommended with the main focus on improving the Standard Operating Procedure (SOP) in making digital ID cards and the activation of IKD applications, as well as improving staff skills. Other recommendations include SOP evaluation, employee training, application of feedback systems, and the use of advanced technology for operational efficiency. The main goal is to increase public satisfaction with the services provided.
Limitations
This study has several limitations. Firstly, the study only focused on the Medan City Population and Civil Registry Office, and the results may not be generalizable to other population and civil registration offices. Secondly, the study only used a quantitative approach, and a mixed-methods approach may provide more comprehensive insights into the factors influencing service quality and public satisfaction.
Future Research Directions
Future research should focus on improving the Standard Operating Procedure (SOP) in making digital ID cards and the activation of IKD applications, as well as improving staff skills. Other research directions include SOP evaluation, employee training, application of feedback systems, and the use of advanced technology for operational efficiency.
Conclusion
In conclusion, this study highlights the importance of service quality in determining public satisfaction in making digital ID cards and activation of IKD accounts in Medan City. The results of the study emphasize the need to improve service quality, especially in IKD applications and staff skills in meeting the needs of the community. Comprehensive evaluation and IKD application development are needed and further training for staff. Strict supervision of the quality of application services and more effective communication between staff and the community is also considered important.Frequently Asked Questions (FAQs) about the Influence of Service Quality on Public Satisfaction in the Use of Digital Population Identity Applications in the Department of Population and Civil Registration of Medan City
Q: What is the Digital Population Identity Application (IKD)?
A: The Digital Population Identity Application (IKD) is a platform that allows people to have digital identity that is officially recognized by the government. This digital identity is generally based on official documents such as KTP, passports, or other documents issued by the government.
Q: What are the challenges faced by the community in using IKD applications?
A: The community as users still face various challenges in using IKD applications, such as lack of familiarity with applications, lack of socialization, and lack of attention to the Community Satisfaction Index (IKM).
Q: What is the purpose of this study?
A: This study aims to determine the effect of the quality of digital population identity application services on community satisfaction in making digital ID cards and activation of IKD accounts in Medan City.
Q: What is the research methodology used in this study?
A: This study used a quantitative approach with a descriptive research design. The data collection method used was a questionnaire distributed to 100 respondents using a simple random sampling technique. The data analysis technique used was Structural Equation Modeling (SEM) with the SmartPLS program.
Q: What are the results of the study?
A: The results of the study showed that service quality has a positive and significant influence on public satisfaction. The path analysis test showed a value of 0.843, which indicates that the service quality variable has a positive and significant effect on public satisfaction in making digital ID cards and activation of IKD accounts in Medan City.
Q: What are the implications of the study?
A: The study emphasizes the need to improve service quality, especially in IKD applications and staff skills in meeting the needs of the community. Comprehensive evaluation and IKD application development are needed and further training for staff. Strict supervision of the quality of application services and more effective communication between staff and the community is also considered important.
Q: What are the recommendations for improving the quality of services in the Medan City Population and Civil Registry Office?
A: To improve the quality of services in the Medan City Population and Civil Registry Office, further research is recommended with the main focus on improving the Standard Operating Procedure (SOP) in making digital ID cards and the activation of IKD applications, as well as improving staff skills. Other recommendations include SOP evaluation, employee training, application of feedback systems, and the use of advanced technology for operational efficiency.
Q: What are the limitations of the study?
A: This study has several limitations. Firstly, the study only focused on the Medan City Population and Civil Registry Office, and the results may not be generalizable to other population and civil registration offices. Secondly, the study only used a quantitative approach, and a mixed-methods approach may provide more comprehensive insights into the factors influencing service quality and public satisfaction.
Q: What are the future research directions?
A: Future research should focus on improving the Standard Operating Procedure (SOP) in making digital ID cards and the activation of IKD applications, as well as improving staff skills. Other research directions include SOP evaluation, employee training, application of feedback systems, and the use of advanced technology for operational efficiency.
Q: What is the conclusion of the study?
A: In conclusion, this study highlights the importance of service quality in determining public satisfaction in making digital ID cards and activation of IKD accounts in Medan City. The results of the study emphasize the need to improve service quality, especially in IKD applications and staff skills in meeting the needs of the community. Comprehensive evaluation and IKD application development are needed and further training for staff. Strict supervision of the quality of application services and more effective communication between staff and the community is also considered important.