Quality of Electronic Identity Card Service by Demographic and Civil Registration Service in Indonesia

Abstract

This research describes the quality of electronic-identity card service provided by the Demographic and Civil Registration Service from a customer perspective. This study surveyed 100 respondents.  The responseswere analysed using Importance Performance Analysis and Cartesian chart. The results showed that the service quality in Demographic and Civil Registration Serviceof Sragen Regency was sufficiently high in quality.  To improve the e-identity card service, this study recommends the introduction of continuing professional development of the officers (personnel) as the providers of the service, and a public awareness campaign for the community on the availability of the e-ID card service.