<![CDATA[The digitalization of public services represents a government effort to enhance service effectiveness, efficiency, transparency, and accessibility. The Class I State Detention Center in Surabaya has implemented a digital-based visitation service via the RUSABAYA application; however, its execution still faces technical challenges and issues regarding user ability to access the service. This study aims to analyze the quality of the digital visitation service based on the five SERVQUAL dimensions—tangibles, reliability, responsiveness, assurance, and empathy—and to identify obstacles affecting service delivery. A descriptive qualitative approach was employed, utilizing data collection techniques such as interviews, observation, and documentation review. Informants were selected purposively, and data analysis followed the Miles and Huberman interactive model, comprising data reduction, data display, and conclusion drawing. The results indicate that digital facilities—specifically the RUSABAYA application and the queuing system—have supported service modernization. However, the reliability dimension faces challenges due to unstable internet connectivity, resulting in slowdowns and access disruptions. Regarding responsiveness, staff provide assistances and address user issues, while the assurance dimension is reflected in identity verification and procedural certainty. The empathy dimension is evident in the support provided to users facing difficulties, including the elderly. The findings demonstrate that digital service quality depends not only on application availability but also on infrastructure reliability, staff capacity, and user proficiency. Consequently, there is a need to strengthen network connectivity, refine the system, and enhance user outreach and support.]]>
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