Analysis of Policy Implementation on Service Quality at the Department of Population and Civil Registration of North Lampung Regency

Abstract

This study examines the implementation of North Lampung Regent Regulation No. 41 of 2025, assesses the quality of population administration services, and determines the extent to which policy implementation influences service quality at the Population and Civil Registration Office of North Lampung Regency. A quantitative approach with a descriptive-verificative design was employed. Data were collected from 100 service users through structured questionnaires, complemented by documentary data. Respondents were selected using simple random sampling. Policy implementation was assessed using four dimensions of the Edwards III model, namely communication, resources, disposition, and bureaucratic structure, while service quality was measured using the SERVQUAL dimensions. The data were analyzed using descriptive statistics and simple linear regression with the assistance of IBM SPSS Statistics 25. The findings indicate that the implementation of North Lampung Regent Regulation No. 41 of 2025 was positively perceived by respondents, with an overall mean score of 42.85 out of 48. Similarly, service quality received a favorable assessment, with a mean score of 32.18 out of 36. The regression analysis further demonstrates that policy implementation has a positive and statistically significant effect on service quality, as indicated by a t-value of 15.622 and a significance level of 0.000, which is below 0.05. The regression coefficient of 0.649 indicates that improvements in policy implementation are associated with corresponding improvements in service quality. Moreover, the R² value of 0.713 indicates that policy implementation accounts for 71.3% of the variation in service quality, while the remaining 28.7% is associated with factors beyond the scope of the research model. Overall, the findings demonstrate that effective policy implementation, supported by clear communication, adequate resources, committed implementers, and an appropriate bureaucratic structure, is an important determinant of improved population administration services.