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All Journal Journal of Law, Poliitic and Humanities
Tati Sarihati
Langlangbuana University, Indonesia, Bandung
Humanities Law, Crime, Criminology & Criminal Justice Social Sciences

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Population Administration Service Policy Innovation Through E-SPASI in the City of Bandung Fery Rosa Nuryadi; Tati Sarihati
Journal of Law, Politic and Humanities Vol. 6 No. 6 (2026): (JLPH) Journal of Law, Politic and Humanities
Publisher : Dinasti Research

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/jlph.v6i6.3888

Abstract

This research is motivated by the ongoing problem of queues in population administration services even though the E-SPASI (Electronic Queue Registration System Via SMS) program has been implemented by the Population and Civil Registration Office of the City of Bandung since 2016. The research gap was identified because previous studies on similar digital innovations in population administration generally only examined one stakeholder perspective and rarely integrated the perspectives of policy makers, technical implementers, system managers, and service users at the same time. This study aims to analyze the implementation of E-SPASI using the theory of Rogers Innovation Diffusion (2003), including relative advantage, compatibility, complexity, trialability, and observability. The method used is qualitative descriptive, with data obtained through in-depth interviews with the Head of Service, service staff, system managers, and the service user community, supported by observation and documentation. The results of the study show that E-SPASI provides real benefits in the form of ease of registration, efficiency of waiting times, and service effectiveness, and has adapted to technological developments through the switch from SMS to WhatsApp. However, its implementation still faces dependence on third-party technical infrastructure, limited access for digitally vulnerable groups, limited daily quotas, and uneven socialization. As a novelty, this multi-stakeholder analysis reveals that the main obstacle to innovation lies not in the complexity of the system, but in the reliability of technical infrastructure and the dissemination of official information that is not yet optimal.
Quality of Marriage Registration Services at the Religious Affairs Office (KUA) of Ciparay District, Bandung Regency Heri Hermawan; Tati Sarihati
Journal of Law, Politic and Humanities Vol. 6 No. 6 (2026): (JLPH) Journal of Law, Politic and Humanities
Publisher : Dinasti Research

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/jlph.v6i6.3889

Abstract

This research is motivated by indications that the quality of service at the Religious Affairs Office (KUA) of Ciparay District, Bandung Regency, has not fully met the expectations of the community, despite the improvement of facilities and the implementation of an online registration system. The research gap was identified because previous studies on marriage registration services generally only relied on the SERVQUAL model to describe the perception of services, without explaining why frontline officers behaved in this way. This study aims to analyze the quality of marriage registration services at the Ciparay District KUA based on five dimensions, namely tangible, reliability, responsiveness, assurance, and empathy. The method used is qualitative descriptive, with data collection through in-depth interviews, observations, and document reviews, and analyzed through source triangulation. The results of the study show that services in general have run well in all dimensions, characterized by improving facilities, compliance with procedures, disseminating information through various channels, technological assistance, and friendly attitude of officers. Shortcomings are still found in the completeness of information, certain delays, lack of officer initiatives, and gaps in technology access in rural areas.
Co-Authors Fery Rosa Nuryadi Heri Hermawan