Rahmawati, Rahmawati (2026) Evaluation of Administrative Service Quality Using the PIECES Method and Its Influence on Public Loyalty (A Case Study at the Department of Population and Civil Registration of Indragiri Hilir Regency). Jurnal Pustaka Data, 6 (4). ISSN 2809-7483
Preview |
Text
2241-File Utama Naskah-13409-1-10-20260829.pdf Download (294kB) | Preview |
Abstract
Quality public service is the government's primary obligation to fulfill the community's basic rights. In the digitalization era, service evaluation is not only seen from satisfaction aspects but also from the readiness of the supporting system. This study aims to analyze the Community Satisfaction Index (IKM) level, evaluate the service system using the PIECES method (Performance, Information, Economy, Control, Efficiency, Service), and analyze the effect of satisfaction on public loyalty at the Department of Population and Civil Registration (Disdukcapil) of Indragiri Hilir Regency. The research method uses a mixed-methods approach with quantitative dominance. The research sample consisted of 35 respondents determined through the Incidental Sampling technique. Data analysis used IKM calculation, qualitative PIECES analysis, and Simple Linear Regression. The results showed an IKM value of 69.03 (Good Category). PIECES analysis revealed weaknesses in the Performance (speed) and Control (complaint handling) aspects, while the Economy aspect received an excellent assessment. Statistical testing shows that satisfaction has a significant effect on loyalty with a contribution of 39.1%. These findings indicate that administrative services at Disdukcapil Indragiri Hilir have been running well economically but still face structural challenges in terms of time efficiency and complaint control, which impacts the formation of forced loyalty (spurious loyalty).
| Item Type: | Article |
|---|---|
| Uncontrolled Keywords: | Community Satisfaction, Public Loyalty, IKM, PIECES, Administrative Service. |
| Subjects: | T Technology > T Technology (General) |
| Divisions: | Fakultas Teknik dan Ilmu Komputer > Program Studi Sistem Informasi |
| Depositing User: | Nilam Sari |
| Date Deposited: | 12 Oct 2026 02:54 |
| Last Modified: | 12 Oct 2026 02:54 |
| URI: | http://repository.unisi.ac.id/id/eprint/1454 |
Actions (login required)
 |
View Item |