<![CDATA[This research is intended to understand and find out how to improve online disdukcapil services through the WhatsApp application in the ownership of death certificates by the Banjarmasin City Population and Civil Registration Service. The research design is qualitative study. The research was conducted at the Population and Civil Registration Service of Banjarmasin City. Data sources were obtained in a primary and secondary ways. Primary sources were from respondents or objects of direct study, while secondary data sources were from literature studies, documentation, books, magazines, journals, newspapers, and regulations related to the objects to be studied in this study. The theory used related to this research was the theories of service improvement from W. Edward and Joseph, namely Understand Service Quality, State the Quality Problem, Evaluate the Root Cause, Plan the Solutions, Do and Check the Solutions, and Act to Standardize the Solutions. The problems were found that the service quality of Whatsapp-based programs in the issuance of death certificates still needs improvement. In addition, many people still need to learn and understand this service. They still need help accommodating queue numbers through WhatsApp and the service seems slow.]]>
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