PERFORMANCE EVALUATION OF THE DIGITAL POPULATION IDENTITY APPLICATION SERVICES
DOI:
https://doi.org/10.31258/jq5ctf39Keywords:
Application IKD, SERVQUAL, public serviceAbstract
Administrative services in Indonesia are increasingly transitioning to digital platforms, particularly through smartphone applications like the Digital Population Identity Application (IKD). This app digitizes the Electronic ID Card (KTP-Elektronik) and offers civil registration and population administration services. Despite its capabilities, the IKD app has a low adoption rate (0–16%) across provinces and is often seen as underperforming in public service delivery. This suggests that improvements are needed to optimize the app’s effectiveness in population administration. This study seeks to assess and pinpoint areas within the IKD application's service performance that require enhancement, utilizing the SERVQUAL framework. Conducted as a case study in Depok City, the research follows a quantitative approach, with data collected via purposive sampling through questionnaires distributed to IKD users. The analysis, performed using a multiple linear regression model, reveals that responsiveness and assurance significantly impact user satisfaction. These findings underscore the importance of enhancing service delivery speed, data security, and overall service quality to better meet user expectations.
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