ANALISIS RESPONSIVITAS LAYANAN APLIKASI SIPANDUK (SISTEM INFORMASI PELAYANAN ADMINISTRASI KEPENDUDUKAN) DINAS KEPENDUDUKAN DAN PENCATATAN SIPIL KABUPATEN KUNINGAN

Abstract

Digital transformation in public services is a strategic agenda of the Indonesian government to improve the effectiveness, efficiency, and transparency of the bureaucracy, including in population administration services. One implementation of this policy is the development of the SIPANDUK (Population Administration Service Information System) application by the Kuningan Regency Population and Civil Registration Office. Although the Public Satisfaction Index (IKM) generally shows a "good" category, there are still crucial problems in the element of service completion time which has not reached the minimum target, resulting in public complaints regarding the speed and certainty of service. This study aims to analyze the level of responsiveness of the SIPANDUK application service from the perspective of public service responsiveness. The method used is quantitative with a single variable descriptive statistical approach. Data were collected through a closed questionnaire with a Likert Scale of 1-4 from 100 respondents who used the SIPANDUK application selected using an incidental sampling technique. The research instrument was compiled based on six indicators of service responsiveness: response speed, accuracy in service, openness to complaints, ability to respond, effectiveness and efficiency, and user satisfaction. Data analysis was carried out using IBM SPSS version 26 through validity tests, reliability tests, and descriptive statistical analysis. The results of the study indicate that the level of responsiveness of the SIPANDUK application service is still relatively low with an average value of 42.86 (disagree). All responsiveness indicators show low achievement, with a percentage of response speed of 51%, service accuracy of 47.67%, openness to complaints of 42.67%, ability to respond 40%, effectiveness and efficiency of 43%, and user satisfaction of 39%. These findings indicate that the digitalization of population services through the SIPANDUK application has not been fully able to provide fast, accurate, transparent, and satisfactory services to the public. Therefore, system improvements, increased apparatus competency, and strengthened complaint mechanisms are needed to increase the responsiveness of digital-based public services.