Analisis Kualitas Layanan Administrasi Kependudukan Berdasarkan Tingkat Kepuasan Masyarakat di Kecamatan Manyar dengan Metode SERVQUAL dan IPA

Abstract

Manyar Subdistrict is one of the most densely populated areas in Gresik Regency, creating high demand for population administration services. However, service management remains suboptimal, as indicated by the inactive official website and public complaints regarding staff friendliness. This study aims to analyze the quality of population administration services based on community satisfaction using the Service Quality and Importance Performance Analysis (IPA) methods. A descriptive quantitative approach was employed with 100 respondents selected through purposive sampling. Data were collected using a questionnaire consisting of 25 service attributes representing the five dimensions of service quality. The results indicate that service performance has not fully met community expectations, reflected in an average gap value of −0.18 and a conformity level (TKi) of 95%. The Wilcoxon Signed Ranks Test revealed a significant difference between community perceptions and expectations (Z = −4.458; p = 0.000). IPA results identified seven service attributes in Quadrant I as priority areas for improvement. Therefore, improvements should focus on waiting room facilities, digital service information systems, and staff competency development to enhance service quality and community satisfaction.