Analysis Of Public Service Quality Using the SERVQUAL Model At The Majalengka Regency Department Of Population And Civil Registration
Main Article Content
Abstract
Background. The quality of population administration services is a critical determinant of public trust
and effective governance, particularly in the issuance of birth and death certificates, which serve as
essential legal documents. Despite improvements in Indonesia's public service performance, disparities
in service quality remain evident at the local government level.
Aims. This study aims to analyze the quality of birth and death certificate services at the Majalengka
Regency Population and Civil Registration Office using the SERVQUAL framework. A qualitative
descriptive approach was employed, with data collected through semi-structured interviews, direct
observations, and document analysis. Informants included service officers, service users, and village-
level administrative representatives. Data were analyzed using the Miles and Huberman interactive
model through data reduction, data display, and conclusion drawing, while credibility was enhanced
through source and method triangulation.
Result. The findings indicate that service quality generally falls within the good to fairly good
categories across the five SERVQUAL dimensions. Reliability and assurance emerged as the strongest
dimensions, supported by standardized operating procedures, competent personnel, electronic
verification, and digital signature systems that ensure service accuracy and legal certainty. In contrast,
tangibles, responsiveness, and empathy remain constrained by limited physical facilities, high service
demand, technical disruptions, and human resource capacity during peak service periods.
Conclusion. The study demonstrates that institutionalized service systems contribute to more consistent
service quality than dimensions that rely primarily on individual staff performance.
Implication. These findings extend the application of SERVQUAL as a qualitative analytical
framework in public administration and provide practical recommendations for strengthening
infrastructure, human resource capacity, and interagency coordination to improve the consistency and
sustainability of civil registration services.
Article Details
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