ANALISIS KUALITAS PELAYANAN DERAI HARU DALAM MEMPERMUDAH ADMINISTRASI PASCA PERCERAIAN DI KOTA PROBOLINGGO (STUDI PADA DINAS KEPENDUDUKAN DAN PENCATATAN SIPIL KOTA PROBOLINGGO)

Marwiyah, Siti
Maksin, Mastina
Nuraliza, Vadhea

Caraka Prabu : Jurnal Ilmu Pemerintahan
Vol 9 No 1 (2025): Caraka Prabu : Jurnal Ilmu Pemerintahan

This study aims to assess the service quality of the “Derai Haru” innovation implemented by the Probolinggo City Population and Civil Registration Office (Dispendukcapil) in facilitating administrative governance after divorce. This innovation was designed to simplify the stages of changing civil status for newly divorced people, providing integrated services for the issuance of divorce certificates, family cards (KK), and electronic identity cards (KTP-el). This study used a descriptive qualitative method with data collection through in-depth interviews, observation, and documentation. Research informants consisted of Dispendukcapil staff, Religious Court judges, and community members who have utilized the Derai Haru service. Data analysis was carried out using the theoretical framework of public service quality from Parasuraman, Zeithaml, and Berry, which includes the dimensions of tangible, reliability, responsiveness, assurance, and empathy. In addition, the theory of m is also used. Keywords: Post-Divorce Administration, Derai Haru, Public Service Innovation, Service Quality.