Quality of Public Services at the Munjungan District Office Trenggalek Regency

Abstract

This study aims to analyze the quality of public services in the field of population administration at the Munjungan District Office, Trenggalek Regency. Public service is an effort undertaken by an agency to provide assistance to the public in order to achieve specific goals according to community needs. Service quality is often used to assess an agency's performance in providing public services. Service quality reflects the agency's performance in carrying out its duties and functions. In reality, problems persist in the quality of population administration services in Munjungan District. This study used service quality as a variable using a qualitative descriptive research method. The analysis technique employed four methods: data collection, data reduction, data presentation, and conclusions.

The results indicate that the quality of population administration services, particularly e-KTP (e-KTP) and KK (e-KK) services in Munjungan District, Trenggalek Regency, is not yet satisfactory. This is evidenced by several unmet indicators, such as the physical evidence dimension (lack of comfort in the service location), the reliability dimension (unclear service standards), and the empathy dimension (unfriendly service). The Adaptive SERVQUAL Model, Based on Local Wisdom, emphasizes the following principles: (a) mobility over stasis, (b) contextuality over standardization, and (c) relationality over transactionality. The quality of public services in remote areas like Munjungan is achieved optimally not through the rigid application of national standards, but through intelligent adaptation that combines theoretical principles with local wisdom. The SABKAL model demonstrates that the best service is one that transforms bureaucracy from mere administrative procedures into meaningful socio-cultural practices in community life.