| dc.description.abstract | The Digital Population Identity Application (IKD) is a platform or system that allows individuals to have a legally recognized digital identity, officially verified by the government. This digital identity is often based on official documents such as national identity cards, passports, or other government-issued documents. The IKD program is expected to have a positive impact on improving the quality of population services. However, the public, as users, still face challenges in using the IKD application, such as unfamiliarity with the application, lack of socialization, and insufficient attention to the Community Satisfaction Index (IKM).
This study aims to determine the effect of the quality of service of the Digital Population Identity Application on public satisfaction in creating Digital ID cards and activating IKD accounts in Medan City. This research uses a quantitative method with a descriptive research type. Data collection was conducted by distributing questionnaires using simple random sampling techniques, with 100 respondents participating in this study. The data collection technique used is Structural Equation Modelling (SEM) with the SmartPLS program for data analysis purposes.
The results of this study indicate that the quality of service has a positive and significant effect on public satisfaction. Based on the Path Analysis test results, a value of 0.843 was obtained. The t-statistic value is 23.209, and the t-table value is 1.29. Therefore, 23.209 > 1.29 with a significance of 0.000, indicating that the service quality variable has a positive and significant effect on public satisfaction in creating Digital ID cards and activating IKD accounts in Medan City. The R Square determinant test value is 0.711, showing that the influence of service quality on public satisfaction in creating Digital ID cards and activating IKD accounts in Medan City is 71.1%, with the remaining 28.9% influenced by other variables outside of this study. Additionally, this research highlights the need for improvements in service quality, particularly in the IKD application and staff skills in meeting public needs. Comprehensive evaluation and development of the IKD application and further training for staff are recommended. Furthermore, strict supervision of application service quality and more effective communication between staff and the public are necessary. To improve the quality of services at the Department of Population and Civil Registration in Medan City, further research is recommended. The main focus should be on improving the SOP for creating Digital ID cards and activating the IKD application, as well as enhancing staff skills. Recommendations include SOP evaluation, employee training, implementation of a feedback system, and the use of advanced technology for operational efficiency. The goal is to increase public satisfaction with the services provided. | en_US |
