Analisis Implementasi Customer Relationship Management dalam Pelayanan E-KTP di Kabupaten Sumedang

Abstract

E-KTP service is a public service that plays a crucial role in fulfilling citizens’ administrative identity rights. Rising public expectations for fast, transparent, and accessible services encourage local governments to adopt more user-oriented service approaches. This study aims to examine the implementation of Customer Relationship Management (CRM) in E-KTP services in Sumedang Regency and its impact on service quality. A qualitative descriptive method was employed through a literature review and analysis of documents related to population administration services. The findings show that CRM implementation has led to the use of information technology, improved service communication, and better management of public feedback. However, its implementation still faces several obstacles, including limited technological infrastructure, varying human-resource capability, and unequal digital literacy among citizens. Therefore, further optimization of CRM is needed so that E-KTP services can run more effectively and improve public satisfaction in a sustainable manner.