Abellita, Isal (2025) Optimalisasi Kualitas Pelayanan Publik Melalui Digitalisasi Program Pak Mawardi Pada Dispendukcapil Kota Mojokerto. Undergraduate thesis, UPN Veteran Jawa Timur.
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Abstract
The rapid development of technology, accompanied by the digital revolution, has significantly impacted various aspects of human life. The government has begun adopting digital transformation in its service systems, an effort aimed at increasing efficiency and effectiveness in meeting public needs. One example is the Pak Mawardi Program at the Mojokerto City Population and Civil Registration Office (Dispendukcapil). The purpose of this study is to determine how to optimize public service quality through the digitization of the Pak Mawardi Program at the Mojokerto City Population and Civil Registration Office. This research is descriptive with a qualitative approach and utilizes data collection techniques including interviews, observation, and documentation. The location of this research is the Mojokerto City Population and Civil Registration Office. This research focuses on the Zeithmal service quality theory, with five dimensions: Tangible, Reliability, Responsiveness, Assurance, and Empathy. The results indicate that optimizing public service quality through the digitization of the Pak Mawardi program has been successful. However, challenges remain, such as the limited memory storage capacity of the tools used in the tangible dimension. Keywords: Optimization, Service Quality, Public Service
| Item Type: | Thesis (Undergraduate) | ||||||||
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| Subjects: | J Political Science > J General legislative and executive papers J Political Science > JA Political science (General) |
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| Divisions: | Faculty of Social and Political Sciences > Departement of Public Administration | ||||||||
| Depositing User: | isal abel isalabellita | ||||||||
| Date Deposited: | 23 Jul 2025 07:58 | ||||||||
| Last Modified: | 23 Jul 2025 07:58 | ||||||||
| URI: | https://repository.upnjatim.ac.id/id/eprint/40630 |
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