This research aims to analyze the improvement of public services in fulfilling population administrative documents in Wonodadi Village, Ngrayun Sub-district, Ponorogo Regency. The method used is descriptive qualitative research with data collection techniques in the form of observation, interviews, and documentation. The analysis was conducted using the Excellent Service (SERVQUAL) theory approach, which includes the dimensions of tangibles, reliability, responsiveness, assurance, and empathy.
The results of the study show that public services in Wonodadi Village, in general, have been carried out in accordance with procedures, with a simple service flow that is easy for the community to understand. The officers demonstrate friendliness and empathy, and also implement a proactive service approach for vulnerable groups. However, there are still obstacles such as service delays, limited facilities and infrastructure, a lack of competent personnel, and low work discipline. The use of information technology, such as SIAK and social media, has been implemented, but it is not yet optimal in building an efficient digital service system. Community satisfaction levels also vary, depending on the speed and transparency of service information.
This research concludes that the improvement of service quality in Wonodadi Village has shown a positive direction, but requires sustainable strategies such as human resource training, technology optimization, and strengthening monitoring and evaluation.