PENINGKATAN KUALITAS PELAYANAN MELALUI INOVASI PELAYANAN PUBLIK BIDANG ADMINISTRASI (Studi pada Aplikasi Poedak Dinas Kependudukan dan Pencatatan Sipil Kabupaten Gresik)

Abstrak

The development of information technology and the demands of the majority of society for services
have encouraged the government to carry out digital transformation by creating innovation and
improvements in public services to improve the quality of the services themselves. The Gresik
Regency Population and Civil Registration Department is currently developing services through the
poedak website which is used in managing population administration documents. This research is a
qualitative descriptive method that describes the implementation of Poedak innovation and analysis
of the quality of administrative services through the Poedak website which is based on the service
quality theory according to Tcipto. The results of this research show that the implementation of the
Poedak 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 submit
documents online without having to come to the Dispendukcapil office directly so that it is time and
cost 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 terms
of reliability indicators in the service process, it was found that employees still tend to rush in
explaining services, so this is what causes input errors because people still don't fully understand
what is meant. In terms of Tangibles indicators, waiting room facilities are still considered to be
poor because they do not prioritize the comfort of the community as service recipients.