Electronic Theses and Dissertation

Penerapan digitalisasi pelayanan melalui Sistem Informasi Administrasi
Kependudukan (online) terpusat menuntut kontinuitas koneksi internet yang stabil.
Namun, bagi wilayah kepulauan seperti Kabupaten Simeulue, keterbatasan
infrastruktur teknologi menjadi hambatan struktural tersendiri. Penelitian ini
bertujuan untuk menganalisis pengaruh keterbatasan akses internet terhadap
kualitas pelayanan administrasi kependudukan di Dinas Kependudukan dan
Pencatatan Sipil Kabupaten Simeulue. Menggunakan pendekatan kualitatif
deskriptif, data dikumpulkan melalui observasi, dokumentasi, dan wawancara
mendalam dengan informan dari unsur pimpinan, kepala bidang teknis, aparatur
pengelola teknologi informasi, serta masyarakat pemohon. Analisis data dilakukan
secara tematik berdasarkan lima dimensi kualitas pelayanan (Servqual). Hasil
penelitian menunjukkan bahwa keterbatasan akses internet yang dipicu oleh faktor
sosiogeografis dan cuaca ekstrem (badai, hujan deras, petir) secara nyata
menurunkan kualitas pelayanan pada dimensi Keandalan (Reliability) dan Daya
Tanggap (Responsiveness), yang ditandai dengan hilangnya kepastian waktu
penyelesaian dokumen secara real-time online. Hambatan ini diperparah oleh
keterbatasan aspek fisik (tangibles) berupa spesifikasi perangkat keras (hardware)
komputer operator yang sudah lama. Meski demikian, kelemahan sistem digital
berhasil diredam oleh tingginya dimensi Empati (Empathy) aparatur melalui
diskresi kebijakan pelayanan kolektif-offline guna mengakomodasi masyarakat dari
kecamatan terpencil agar tidak pulang dengan tangan kosong. Implikasi praktis dari
penelitian ini menunjukkan perlunya komitmen Pemerintah Daerah untuk
memperluas jaringan telekomunikasi melalui penambahan tower pemancar (Base
Transceiver Station) dan peremajaan perangkat keras, sehingga kesenjangan digital
(digital divide) di wilayah kepulauan terluar dapat teratasi demi pemenuhan hak
administrasi warga negara secara inklusif.
Kata Kunci: Keterbatasan Internet, Kualitas Pelayanan, Administrasi
Kependudukan, Daerah Kepulauan.

The implementation of service digitalization through a centralized online Population Administration Information System requires continuous and stable internet connectivity. However, for island regions like Simeulue Regency, technology infrastructure limitations present structural challenges. This study aims to analyze the impact of limited internet access on the quality of population administration services at the Department of Population and Civil Registration of Simeulue Regency. Utilizing a descriptive qualitative approach, data were gathered through observation, documentation, and in-depth interviews with informants comprising leadership elements, technical heads, information technology management personnel, and applicant citizens. Data analysis was conducted thematically based on the five dimensions of service quality (Servqual). The research results indicate that limited internet access triggered by socio-geographic factors and extreme weather (storms, heavy rain, lightning) significantly degrades service quality within the Reliability and Responsiveness dimensions, characterized by the loss of certainty regarding document completion times in real-time online. This obstacle is exacerbated by limitations in the physical aspect (tangibles), specifically outdated hardware specifications of operator computers. Nevertheless, the digital system weaknesses were mitigated by high levels of Empathy from officials through discretionary collective-offline service policies to accommodate citizens from remote districts so they do not return empty-handed. The practical implication of this study suggests the necessity of Local Government commitment to expand telecommunication networks by adding Base Transceiver Stations and upgrading hardware, so that the digital divide in outermost island regions can be resolved for inclusive fulfillment of citizens' administrative rights. Keywords: Internet Limitations, Service Quality, Population Administration, Island Regions.