Pengaruh Kualitas Pelayanan dan Kualitas Aplikasi Terhadap Kepuasaan Pengguna Layanan Publik (Sipaduko) di Dinas Kepedudukan dan Catatan Sipil Kota Jambi

Satriyo Suryo Guritno; Novita Eka Sari; Mar Atun Saadah

doi:10.59603/masman.v4i2.1339

Authors

Satriyo Suryo Guritno Universitas Jambi
Novita Eka Sari Universitas Mercu Buana
Mar Atun Saadah Universitas Gadjah Mada

DOI:

https://doi.org/10.59603/masman.v4i2.1339

Keywords:

Application Quality, Public Service, Service Quality, Sipaduko, User Satisfaction

Abstract

This study examines the influence of service quality and application quality on user satisfaction with the Sipaduko public service application at the Department of Population and Civil Registration of Jambi City. The research is motivated by the importance of improving the quality of digital-based public services to fulfill community needs effectively and efficiently. Although Sipaduko was developed to simplify online population administration services, several obstacles remain, including limited human resources, application usage difficulties, system disruptions, and lengthy service processes. This study uses a quantitative approach with data collected through questionnaires distributed to Sipaduko users. The data were analyzed using statistical methods to determine the partial and simultaneous effects of service quality and application quality on user satisfaction, as well as to identify the most dominant variable. The results indicate that both service quality and application quality significantly influence user satisfaction, both individually and simultaneously. Among the two variables, application quality shows the strongest influence on user satisfaction in accessing digital public services.

References

Adhikhayah, R. (2017). Kajian pustaka: Teori implementasi. Repositori STAIN Kudus, 21–80.

Azmy, A., Ahzani, F., Susilowati, M., & Arif, L. (2020). 76-article text-547-2-10-20220720. 1(6), 206–213.

Book, C. (2023). Metoden.

Ginting, F. F. (2021). No title, 8–29.

Galung, F. N., & Yuliantari, K. (2024). Pertarungan harga dan kualitas pelayanan: Strategi Gojek menjaga konsumen Jakarta. 4(3), 1208–1220.

Human, F., Technology, D. A. N., & Penggunaan, D. (2017). Aplikasi SIMPUS untuk pendaftaran pasien di Puskesmas Mulyorejo Surabaya. Indonesian Journal of Public Health, 12(1), 237–249. https://doi.org/10.20473/ijph.v12i1.2017.237-248

Jambi, A. K. P. T. K. A. S. M. M. E. U. C. S. A. D. D. K. K. (n.d.). No title. Khairul Azryan, M. Theo Aribangsa, & Andreo Yudherta.

Masriyah, N. (2013). Pengaruh kompetensi pegawai terhadap kualitas pelayanan di Dinas Kependudukan dan Pencatatan Sipil Kabupaten Pontianak.

Melinda, M., Syamsurizaldi, S., & Kabullah, M. I. (2020). Innovation of online population administrative services (PADUKO) by the Department of Population and Civil Registration of Padang Panjang City. Nakhoda: Jurnal Ilmu Pemerintahan, 19(2), 202–216. https://doi.org/10.35967/njip.v19i2.115

Mirnasari, R. M. (2013). Inovasi pelayanan publik UPTD Terminal Purabaya-Bungurasih. Kebijakan dan Manajemen Publik, 1(1), 71–84.

Nirmala, I. (2022). Pengaruh kualitas pelayanan publik terhadap kepuasan masyarakat Desa Bengkuang Kecamatan Suak Tapeh Kabupaten Banyuasin. Jurnal Komunikasi dan Administrasi Publik, 9(2), 603–614.

No, V. (2025). End user computing satisfaction (EUCS) di dinas. Jurnal Ilmu Komputer Revolusioner, 9(1), 9–15.

Putri Amanda, N. I. (2024). Pengaruh kualitas produk dan kualitas pelayanan terhadap kepuasan pelanggan pada MIXUE Ice Cream & Tea, 217–226.

Putri, J. A., & Faroh, W. N. (2023). Pengaruh kualitas pelayanan dan harga terhadap kepuasan pelanggan pada pengguna aplikasi Shopee (studi kasus toko online Bobby Bakery). Jurnal Ilmiah Swara MaNajemen (Swara Mahasiswa Manajemen), 3(3), 637. https://doi.org/10.32493/jism.v3i3.33

Rachmawati, E., & Prapanca, D. (2024). Table of content article information. Indonesian Journal of Law and Economics Review, 14(2), 6–14.

Saputra, D. P., & Widiyarta, A. (2021). Efektivitas program SIPRAJA sebagai inovasi pelayanan publik di Kecamatan Sidoarjo Kabupaten Sidoarjo. JPAP: Jurnal Penelitian Administrasi Publik, 7(2), 194–211. https://doi.org/10.30996/jpap.v7i2.4497

Septina, N., Josiah, T., Sang, U., & Ruwa, B. (2025). The influence of employee competence and work environment on the service quality of employees at UPTD Puskesmas Natar, Natar District, South Lampung Regency. 1(2), 151–160.

Sukaesih, U., Anjani, R., & Wahyudi, D. (2022). Konsumen rumah makan Kakung. (2), 79–93.

Sustri, E. (2025). Mata kuliah metodologi penelitian program pascasarjana program studi pendidikan dasar Ahmad Addary Padangsidimpuan.

Tiaji, F. (2019). No title, 111–116.

Turahmawati, L., & Suryani, E. (2022). Public service innovation based on E-Open application at Dinas Kependudukan dan Catatan Sipil Kota Bekasi. Kybernan: Jurnal Ilmiah Ilmu Pemerintahan, 13(1), 23–32. https://doi.org/10.33558/kybernan.v13i1.4527

Yanuar, R. M. (2019). Kemudi: Jurnal Ilmu Pemerintahan. Ilmu Pemerintahan, 4(1), 1–2.