PENINGKATAN KUALITAS PELAYANAN MELALUI INOVASI PELAYANAN PUBLIK BIDANG ADMINISTRASI

Abstract

The development of information technology and the demands of the majority of society for serviceshave encouraged the government to carry out digital transformation by creating innovation andimprovements in public services to improve the quality of the services themselves. The GresikRegency Population and Civil Registration Department is currently developing services through thepoedak website which is used in managing population administration documents. This research is aqualitative descriptive method that describes the implementation of Poedak innovation and analysisof the quality of administrative services through the Poedak website which is based on the servicequality theory according to Tcipto. The results of this research show that the implementation of thePoedak website is a form of the Gresik Regency Dispendukcapil office in encouraging e-Government in services. With this Poedak website, it is hoped that the public will be able to submitdocuments online without having to come to the Dispendukcapil office directly so that it is time andcost effective. If it is based on service quality with theoretical indicators of responsiveness,assurance, empathy, it has worked well and in accordance with service criteria. However, in termsof reliability indicators in the service process, it was found that employees still tend to rush inexplaining services, so this is what causes input errors because people still don't fully understandwhat is meant. In terms of Tangibles indicators, waiting room facilities are still considered to bepoor because they do not prioritize the comfort of the community as service recipients.