<![CDATA[Digitizing population administration services serves as a strategic government initiative to elevate public service quality and operational effectiveness. This study aims to assess the effectiveness of implementing the SIAPEL-TEGAS application at the Malang City Population and Civil Registration Office, while examining the influence of the five SERVQUAL dimensions—tangibles, reliability, responsiveness, assurance, and empathy—on service delivery. Utilizing a quantitative descriptive design, the research gathered data from 45 respondents, including service applicants, customer service representatives, and operators, via a Likert-scale questionnaire. The evaluation employed validity and reliability tests using Cronbach’s alpha, accompanied by a gap analysis. The results confirm that all indicators are valid and the instrument is reliable, with a Cronbach’s alpha of 0.809. The mean score advanced from 4.23 pre-test to 4.66 post-test, establishing an overall gap of 0.43, with the most pronounced improvements recorded in data accuracy (0.87), tracking (0.82), and correction (0.73). Altogether, SIAPEL-TEGAS successfully curtailed wait times, accelerated workflows, and heightened public satisfaction, making it a strong benchmark for transparent and effective digital public service innovation. Keywords: SIAPEL-TEGAS; SERVQUAL; Service Effectiveness; Population Administration; Digital Public Service. Abstrak Transformasi pelayanan administrasi kependudukan melalui digitalisasi merupakan langkah strategis pemerintah dalam meningkatkan efektivitas dan kualitas pelayanan publik. Penelitian ini bertujuan menganalisis efektivitas implementasi aplikasi SIAPEL-TEGAS di Dinas Kependudukan dan Pencatatan Sipil Kota Malang serta mengkaji pengaruh dimensi-dimensi SERVQUAL (tangible, reliability, responsiveness, assurance, empathy) terhadap kualitas layanan yang diberikan. Menggunakan pendekatan deskriptif kuantitatif, penelitian ini melibatkan 45 responden yang mencakup pemohon layanan, customer service, dan operator dengan instrumen kuesioner skala Likert. Evaluasi dilakukan melalui uji validitas, uji reliabilitas menggunakan Cronbach’s Alpha, serta Gap Analysis. Hasil penelitian membuktikan seluruh indikator valid dan instrumen reliabel dengan nilai Cronbach’s Alpha sebesar 0,809. Rata-rata nilai pre-test 4,23 meningkat menjadi 4,66 pada post-test dengan gap keseluruhan 0,43. Peningkatan tertinggi tercatat pada keakuratan data (0,87), tracking (0,82), dan koreksi (0,73). SIAPEL-TEGAS efektif mengurangi antrean, mempercepat proses, dan meningkatkan kepuasan masyarakat, sehingga layak menjadi model inovasi digital yang efektif dan transparan.]]>
