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All Journal Educational Dynamics: International Journal of Education and Social Sciences
Desi Fitria Fajar Nurjanah
Universitas Islam Balitar
Education

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Service Quality Analysis of Population Administration in Handling Name Discrepancies on Family Cards, Purworejo Village, Blitar Desi Fitria Fajar Nurjanah; Eko Adi Susilo; Novita Setyoningrum
Educational Dynamics: International Journal of Education and Social Sciences Vol. 3 No. 4 (2026): Educational Dynamics: International Journal of Education and Social Sciences
Publisher : International Forum of Researchers and Lecturers

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.70062/educationaldynamics.v3i4.343

Abstract

Population administration services, particularly the issuance and correction of Family Card (Kartu Keluarga/KK) documents, play a strategic role in guaranteeing legal identity for Indonesian citizens. This study analyzes the quality of population administration service in handling name discrepancies on Family Card documents at the Purworejo Village Office, Sanankulon District, Blitar Regency, and identifies the factors that hinder that service quality. A qualitative descriptive approach was used, with data collected through in-depth interviews with five purposively selected informants (two village apparatus officials, one officer responsible for population documents, and two service users), supplemented by direct observation and documentation. Data were analyzed using the interactive model of Miles and Huberman and validated through source and technique triangulation. Findings show that service quality, assessed through the five SERVQUAL dimensions (tangibles, reliability, responsiveness, assurance, and empathy), is generally adequate, though network instability and uneven staff competence remain constraints. Analysis using Davidow's six-dimension complaint-management framework indicates that facilitation, redress, apology, and attentiveness are handled reasonably well, while timeliness and credibility still face challenges. Four categories of inhibiting factor were identified: community, system and technology, human resources, and document and legacy-data inconsistency. The study recommends an integrated approach combining technological improvement, apparatus training, public socialization, and inter-agency data standardization.
Co-Authors Eko Adi Susilo Novita Setyoningrum