Population Administration Service Quality amid Digital and Staffing Constraints: A Qualitative Case Study in Surabaya
DOI:
https://doi.org/10.55927/modern.v5i6.83Keywords:
Administrative Service Delivery, Citizen-Centred Services, Digital Infrastructure, Population Administration, Service QualityAbstract
Population-administration access depends on more than formal service standards. This qualitative case study examined public service quality at Kedurus Urban Village, Surabaya, using observation, document review and semi-structured interviews, including interviews dated 29 June 2026. Five SERVQUAL dimensions structured the interpretation. Officials and service users described clear procedures, courteous assistance and generally adequate facilities, but network interruptions, equipment limitations, peak-hour queues and incomplete application requirements impeded service continuity. Reported service transactions rose from 9,837 in 2023 to 11,072 in 2025. The findings identify a mismatch between positive interpersonal service experiences and operational resilience; verified processing-time improvements or causal effects were not established
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