Excellent Service at the Office of Population and Civil Registration of Ciamis Regency: A Qualitative Analysis of SERVQUAL Dimensions

Background and Objective: Quality public service is an important indicator in achieving effective governance and fulfilling the administrative rights of the public. The Office of Population and Civil Registration (Dinas Kependudukan dan Pencatatan Sipil) of Ciamis Regency continuously improves its service quality through the implementation of excellent service and the development of digital-based services. This study aims to analyze the implementation of service excellence based on the five SERVQUAL dimensions tangibles, reliability, responsiveness, assurance, and empathy and to analyze the strategies implemented to enhance service quality in administrative affairs. Methods: This study utilized a descriptive qualitative approach. Data were collected through in-depth interviews with service officers and members of the public as service users, supported by field observations and document analysis. Data analysis was conducted using the Miles and Huberman model, which includes data reduction, data display, and conclusion drawing/verification. Results: The results indicate that service excellence at the Office of Population and Civil Registration of Ciamis Regency has effectively implemented all SERVQUAL dimensions. Service facilities are deemed adequate, and personnel demonstrate strong skills, responsiveness, assurance, and empathy. Digital transformation has enhanced service effectiveness, although implementation is currently at approximately 70% and requires further refinement. Continuous quality improvement efforts are undertaken through routine evaluations of standard operating procedures, accelerated rollout of Digital Population Identification (IKD), and mobile outreach programs for underserved communities. Conclusion: The Office of Population and Civil Registration of Ciamis Regency has successfully implemented service excellence based on the five SERVQUAL dimensions. Strengthening digital transformation, enhancing personnel competency, and expanding technology-based service access serve as strategic steps to boost service effectiveness and public satisfaction.

Service Excellence, SERVQUAL, Public Service, Population Administration, Digital Transformation.

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