<![CDATA[Abstract This study aims to describe the quality of public services using the approach of Zeithaml, Berry, and Parasuraman. The City of Surabaya through the Department of Population and Civil Registration of the City of Surabaya made an electronic "6 In 1" (birth-death-moving-coming-moving-out-marriage-divorce) innovation aimed at providing easy access to public services and online application for population administration files. Method The research used is qualitative with descriptive type. Determination of informants with purposive and accidental techniques. Data collection was done by interview, observation, and documentation techniques. The data analysis technique used qualitative analysis. The conclusion of the research innovation "6 In 1" is able to significantly improve the quality of public services so that they are more efficient and effective. Keywords: innovation, population service, local government Abstrak Penelitian ini bertujuan mendiskripsikan kualitas pelayanan publik dengan menggunakan pendekatan dari Zeithaml, Berry, dan Parasuraman. Kota Surabaya melalui Dinas Kependudukan Dan Catatan Sipil Kota Surabaya membuat inovasi "6 In 1” (kelahiran- kematian- pindah datang- pindah keluar- perkawinan-perceraian) secara elektronik bertujuan memberi kemudahan akses layanan publik dan permohonan berkas administrasi kependudukan secara online.. Metode penelitian yang digunakan adalah kualitatif dengan tipe deskriptif. Penetapan informan dengan teknik purposive dan accidental. Pengambilan data dilakukan dengan teknik wawancara, observasi, dan dokumentasi. Teknik analisis data menggunakan analisis kualitatif. Kesimpulan penelitian inovasi "6 In 1” mampu meningkatkan kualitas pelayanan publik secara signifikan sehingga lebih efisien dan efektif. Kata kunci: inovasi, layanan kependudukan, pemerintah lokal]]>
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