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This study aims to examine the quality of public services at the Population and Civil Registration Office (Disdukcapil) of Pohuwato Regency using the SERVQUAL model, which comprises five dimensions: Tangibles, Reliability, Responsiveness, Assurance, and Empathy. This research was conducted in response to persistent public complaints regarding slow service processes, long queues, limited facilities and infrastructure, network disruptions, as well as insufficient information and uncertainty concerning service completion time. The study employed a descriptive qualitative approach through observation, interviews with Disdukcapil employees and community members, and documentation. The findings indicate that the quality of public services has not yet been optimal. The Tangibles dimension remains weak due to inadequate service facilities. Reliability has not been fully achieved as a result of delays in document issuance and system disruptions. Responsiveness among service officers is inconsistent in addressing public complaints. In terms of Assurance, officers demonstrate adequate professionalism; however, transparency in procedures and service timelines remains inconsistent. Meanwhile, in the Empathy dimension, attention to the community particularly vulnerable groups still needs improvement. Overall, the public services provided by Disdukcapil Pohuwato have not fully met community expectations and require improvements in facilities, staff competence, and the effectiveness of service systems.

Population administration services in general have not been able to provide satisfaction to the community using population services, for various reasons that are not acceptable to the community, so a form of service that is easy and can be accessed by the community is needed without having to come to the population service center, therefore a comprehensive service is needed. online with the” Pak Kades Mantap” population service program, which is supported by employee competence so that people can get population documents easily and fast. The sample collection technique used is the incidental technique. The data analysis used in this research is qualitative and quantitative analysis. This type of research uses the explanatory type. This shows that the higher the quality of service and competency of the employees, the higher the satisfaction with the population service "Pak Kades Mantap" at the Rejosari Village Office, Kangkung District, Kendal Regency

The government is a bureaucratic organization in public service, so the government bureaucratic organization is the leading organization related to public service. In terms of including government institutions as a locus of research is the Office of Population and Civil Registration, providing services regarding population administration, the most important thing is how to provide assistance and convenience to the community in order to fulfill their needs and interests, especially birth certificates. A quality service provided to the community demands there is an effort from all employees who have competence, because any task carried out by each employee contains an element of service which in turn will affect the quality of services or products from the agency where the employee works which is accepted by the community, and community satisfaction using population services in the form of a certificate birth. The results of the hypothesis test showed a significant relationship between competence and quality of service, with the satisfaction of the people who use population administration services.