<![CDATA[Digital transformation requires public service providers to deliver services that are accessible, efficient, secure, and responsive to user needs. This study aims to analyze the implementation of the Pospay digital application in supporting service quality at PT Pos Indonesia (Persero), Kupang City. A descriptive qualitative approach was applied by involving 11 informants selected through purposive sampling. Data were collected through observation, in-depth interviews, and documentation, then analyzed using data collection, condensation, presentation, and conclusion-drawing procedures. Data validity was examined through source and technique triangulation. The analysis employed the SERVQUAL dimensions of tangibles, reliability, responsiveness, assurance, and empathy. The results show that assurance and empathy have been implemented optimally, as reflected in transaction security, digital payment records, staff competence, and individualized assistance. Meanwhile, tangibles, reliability, and responsiveness remain suboptimal due to the absence of a dedicated Pospay counter, limited user guidance, unstable networks and servers, failed transactions, and longer waiting times during peak hours. The study concludes that Pospay has supported service quality, although its effectiveness still depends on system stability, supporting facilities, staff capacity, and users’ digital literacy.]]>
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