Quality of Digital Population Identity Service at the Population and Civil Registration Office of Langkat Regency
Abstract
The digital transformation of public administration has made population administration among the services most directly affected by government innovation. The Digital Population Identity (Identitas Kependudukan Digital/IKD), regulated under Minister of Home Affairs Regulation No. 72 of 2022, represents a strategic shift from the physical National Identity Card (KTP-el) toward a digital credential accessible via smartphone. This study examines the quality of IKD service at the Population and Civil Registration Office (Disdukcapil) of Langkat Regency through five SERVQUAL dimensions: tangibles, reliability, responsiveness, assurance, and empathy. A qualitative descriptive approach was adopted, with data collected through semi-structured interviews with key informants (Head of Public Service Division, Satria Hamdani), primary informants (section heads and IKD service officers), and additional informants (members of the public), supplemented by non-participant observation and documentation analysis. Findings indicate that IKD service in Langkat Regency is generally adequate across all five SERVQUAL dimensions: physical facilities at the main office are well-equipped; SOP implementation is structured and consistent; staff demonstrate proactive responsiveness including outreach services to remote sub-districts; residents hold a comparatively high degree of trust in data security; and officers provide patient, empathetic assistance to digitally unfamiliar users. Principal constraints include limited internet infrastructure in remote areas, comparatively low digital literacy among older and rural residents, dependence on a centralized national system creating local service disruption risk, and a limited number of dedicated service staff relative to service demand. Recommendations address infrastructure investment, digital literacy programming, and inter-agency coordination improvements
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