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The Influence of the Quality of Digital Population Identity (IKD) Services on Public Satisfaction in Garut Regency

JAKPP (Jurnal Analisis Kebijakan & Pelayanan Publik) · Vol. ume No. 2 (2026) · pp. 155–172

DOI
10.31947/jakpp.v12i2.51214
ISSN
2527-6476, 2460-6162
Published
2026-07-31
Publisher
Departemen Ilmu Administrasi FISIP UNHAS
Language
en
License
creativecommons.org/licenses/by-nc/4.0

Abstract

This study examines the effect of Digital Population Identity (IKD) service quality on public satisfaction at the Population and Civil Registration Office of Garut Regency, Indonesia. A quantitative approach with an explanatory survey design was employed. Data were collected from 100 IKD users selected through an accidental sampling technique, which was considered appropriate because no comprehensive sampling frame of active IKD users was available. Data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM) with SmartPLS 4.0. The results indicate that IKD service quality has a positive and significant effect on public satisfaction (path coefficient = 0.749; t = 17.398; p < 0.001). The coefficient of determination (R² = 0.560) shows that service quality explains 56.0% of the variance in public satisfaction, while the remaining 44.0% is influenced by other factors outside the research model. The findings suggest that reliable digital services, clear information, responsive service officers, and user-friendly service processes are key determinants of citizens' satisfaction with IKD services. Considering the geographical characteristics of Garut Regency, improving citizens' satisfaction requires not only continuous enhancement of service quality but also context-sensitive strategies, including expanding digital access, strengthening digital literacy, and improving the accessibility of IKD services for communities in remote areas

Keywords

Collaboration network of the authors

8 authors · 18 co-authorship links

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  • Universitas Garut
  • Affiliation unknown
  • Different organisations
  • Same organisation
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  • Thicker line = more joint articles · bigger circle = more articles
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MuhammadAffiliation unknown1
Al Maidah PutriAffiliation unknown1

Affiliations come from OpenAlex; journal OAI-PMH metadata carries none. Authors without an OpenAlex ID are matched by name, which can merge or split people.

Metadata source: OAI-PMH (metadata jurnal) https://journal.unhas.ac.id/index.php/jakpp/oai, first harvested 5 Nov 2026, last seen 8 Nov 2026.
Original metadata (oai_dc) 
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	<dc:title xml:lang="en">The Influence of the Quality of Digital Population Identity (IKD) Services on Public Satisfaction in Garut Regency</dc:title>
	<dc:creator xml:lang="en">Sutisna, Silmi Khiyarotillah</dc:creator>
	<dc:creator xml:lang="en">Muslimah, Sintya</dc:creator>
	<dc:creator xml:lang="en">Shafira, Debby</dc:creator>
	<dc:creator xml:lang="en">Matondang, Margaretta Vio Della Br</dc:creator>
	<dc:creator xml:lang="en">Nurhayati, Dwi</dc:creator>
	<dc:creator xml:lang="id">Dwi</dc:creator>
	<dc:subject xml:lang="en">Service quality</dc:subject>
	<dc:subject xml:lang="en">IKD</dc:subject>
	<dc:subject xml:lang="en">public satisfaction</dc:subject>
	<dc:subject xml:lang="en">e-government</dc:subject>
	<dc:description xml:lang="en">This study examines the effect of Digital Population Identity (IKD) service quality on public satisfaction at the Population and Civil Registration Office of Garut Regency, Indonesia. A quantitative approach with an explanatory survey design was employed. Data were collected from 100 IKD users selected through an accidental sampling technique, which was considered appropriate because no comprehensive sampling frame of active IKD users was available. Data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM) with SmartPLS 4.0. The results indicate that IKD service quality has a positive and significant effect on public satisfaction (path coefficient = 0.749; t = 17.398; p &amp;lt; 0.001). The coefficient of determination (R² = 0.560) shows that service quality explains 56.0% of the variance in public satisfaction, while the remaining 44.0% is influenced by other factors outside the research model. The findings suggest that reliable digital services, clear information, responsive service officers, and user-friendly service processes are key determinants of citizens' satisfaction with IKD services. Considering the geographical characteristics of Garut Regency, improving citizens' satisfaction requires not only continuous enhancement of service quality but also context-sensitive strategies, including expanding digital access, strengthening digital literacy, and improving the accessibility of IKD services for communities in remote areas</dc:description>
	<dc:publisher xml:lang="en">Departemen Ilmu Administrasi FISIP UNHAS</dc:publisher>
	<dc:date>2026-07-31</dc:date>
	<dc:type>info:eu-repo/semantics/article</dc:type>
	<dc:type>info:eu-repo/semantics/publishedVersion</dc:type>
	<dc:type xml:lang="en">Peer-reviewed Article</dc:type>
	<dc:format>application/pdf</dc:format>
	<dc:identifier>https://journal.unhas.ac.id/index.php/jakpp/article/view/51214</dc:identifier>
	<dc:identifier>10.31947/jakpp.v12i2.51214</dc:identifier>
	<dc:source xml:lang="en">JAKPP (Jurnal Analisis Kebijakan &amp; Pelayanan Publik); Volume 12 No. 2, Juli 2026; 155-172</dc:source>
	<dc:source>2527-6476</dc:source>
	<dc:source>2460-6162</dc:source>
	<dc:source>10.31947/jakpp.v12i2</dc:source>
	<dc:language>en</dc:language>
	<dc:relation>https://journal.unhas.ac.id/index.php/jakpp/article/view/51214/14817</dc:relation>
	<dc:rights xml:lang="en">Copyright (c) 2026 Silmi Khiyarotillah Sutisna, Sintya Muslimah, Debby Shafira, Margaretta Vio Della Br Matondang; Dwi Nurhayati</dc:rights>
	<dc:rights xml:lang="en">https://creativecommons.org/licenses/by-nc/4.0</dc:rights>
</oai_dc:dc>