IMPLEMENTASI KUALITAS LAYANAN DAN INOVASI ADMINISTRASI KEPENDUDUKAN TERHADAP KEPUASAN MASYARAKAT DI KELURAHAN PACARKELING PADA APLIKASI KLAMPID NEW GENERATION (KNG)

Abstract

This study aims to analyze the implementation of service quality and innovation in population administration and its impact on public satisfaction in Pacarkeling Village through the Klampid New Generation (KNG) application. The population administration services provided by the Surabaya Population and Civil Registration Office using the KNG application aim to improve the efficiency, accuracy, and accessibility of services for the community. This research uses a quantitative approach with a survey method, distributing questionnaires to 100 respondents. The results show that the majority of the public gives positive assessments of the service quality and innovation of the KNG application, which influences public satisfaction levels. This study is expected to contribute to improving public service quality that is more innovative, adaptive, and focused on the needs of the community.