SERVICE QUALITY AND PUBLIC SATISFACTION AT LABUHANBATU CIVIL REGISTRY: KUALITAS PELAYANAN DAN KEPUASAN MASYARAKAT DI DISDUKCAPIL LABUHANBATU

DINI AULIA, NPM 2201100024 (2026) SERVICE QUALITY AND PUBLIC SATISFACTION AT LABUHANBATU CIVIL REGISTRY: KUALITAS PELAYANAN DAN KEPUASAN MASYARAKAT DI DISDUKCAPIL LABUHANBATU. Tugas_Akhir(Artikel) Academia Open, 11 (1). pp. 6-16.

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Abstract

General Background: Public administrative services play a crucial role in fulfilling citizens’ rights related to population documents and require quality-oriented delivery to achieve public satisfaction. Specific Background: The Population and Civil Registration Office of Labuhanbatu Regency provides various administrative services but faces challenges such as servicequeues, processing time, and adaptation to digital services. Knowledge Gap: Previous studies tend to examine public service quality and satisfaction in general terms, with limited focus on the interaction between service quality dimensions and evolving community needs, particularly in the context of digital transformation at the regional level. Aims: This study aims to analyze the relationship between service quality and public satisfaction in population administration services. Results: Using a quantitative approach with 60 respondents and simple linear regression, the findings show a regression equation of Y = 26.704 + 0.345X, with t-value 3.119 > 1.984 and significance 0.003 < 0.05, indicating a significant relationship. The coefficient of determination (R² = 0.144) reveals that service quality contributes 14.4% to public satisfaction, while other factors account for 85.6%. Novelty: This study integrates service quality analysis with digital service context and identifies specific service experience factors affecting satisfaction at the local administrative level. Implications: The findings suggest the need for comprehensive service improvement, including responsiveness, service speed, accessibility, and digital service development to support effective public service policies. Keywords: Service Quality; Public Satisfaction; Public Service; Population Administration; Civil Registration

Item Type:	Article
Uncontrolled Keywords:	Service Quality; Public Satisfaction; Public Service; Population Administration; Civil Registration
Subjects:	H Social Sciences > HB Economic Theory H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management H Social Sciences > HM Sociology
Divisions:	Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User:	Unnamed user with email repository@ulb.ac.id
Date Deposited:	08 Jun 2026 07:58
Last Modified:	08 Jun 2026 07:58
URI:	http://repository.ulb.ac.id/id/eprint/2515

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