Evaluating the Quality of Population Administration Services: An Integrated CIPP and SERVQUAL Approach in Merauke, Indonesia

The quality of population administration services can still face limitations even when interactions between officials and the public are well-established, particularly when infrastructure and support systems are inadequate. This study aims to evaluate the quality of population administration services and identify supporting and inhibiting factors in Seringgu Jaya Village, Merauke Regency, Indonesia. The study employed a descriptive quantitative approach with an evaluative design. Data were collected from 30 purposively selected service users using a five-point Likert-scale questionnaire, supported by observation and documentation. CIPP (Context, Input, Process, Product) was used as the primary evaluation framework, while SERVQUAL served as a complementary perspective in assessing service quality. Data were analyzed using descriptive statistics based on the average value of each indicator. The results showed that service quality was generally assessed positively, particularly in terms of clarity of procedures and requirements, information transparency, free service, and the quality of interactions between officials and the public. Conversely, limitations in facilities, processing speed, and accuracy of document completion remained key weaknesses, exacerbated by constraints on internet networks, electricity supply, and suboptimal service digitalization. These findings suggest that the quality of good interactions between officials has not been fully accompanied by adequate support system capacity. The use of CIPP with a SERVQUAL perspective provides a more comprehensive understanding of service quality by linking user experience with the conditions of the service delivery system.