<![CDATA[The digital transformation of public administration has made population administration among the services most directly affected by government innovation. The Digital Population Identity (Identitas Kependudukan Digital/IKD), regulated under Minister of Home Affairs Regulation No. 72 of 2022, represents a strategic shift from the physical National Identity Card (KTP-el) toward a digital credential accessible via smartphone. This study examines the quality of IKD service at the Population and Civil Registration Office (Disdukcapil) of Langkat Regency through five SERVQUAL dimensions: tangibles, reliability, responsiveness, assurance, and empathy. A qualitative descriptive approach was adopted, with data collected through semi-structured interviews with key informants (Head of Public Service Division, Satria Hamdani), primary informants (section heads and IKD service officers), and additional informants (members of the public), supplemented by non-participant observation and documentation analysis. Findings indicate that IKD service in Langkat Regency is generally adequate across all five SERVQUAL dimensions: physical facilities at the main office are well-equipped; SOP implementation is structured and consistent; staff demonstrate proactive responsiveness including outreach services to remote sub-districts; residents hold a comparatively high degree of trust in data security; and officers provide patient, empathetic assistance to digitally unfamiliar users. Principal constraints include limited internet infrastructure in remote areas, comparatively low digital literacy among older and rural residents, dependence on a centralized national system creating local service disruption risk, and a limited number of dedicated service staff relative to service demand. Recommendations address infrastructure investment, digital literacy programming, and inter-agency coordination improvements]]>
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