Decision Support System for Service Delivery at The Department of Population and Civil Registration of Indragiri Hilir Regency Using the Analytical Hierarchy Process (AHP) Method

Abstrak

Population administration services represent a strategic aspect in achieving effective, transparent, and accountable governance. The Department of Population and Civil Registration of Indragiri Hilir Regency faces complex challenges related to geographical accessibility, infrastructure limitations, and the need to improve the quality of fast and accurate services. The main issue in enhancing service quality lies in determining improvement priorities, which are still potentially subjective and not yet systematically integrated. This study aims to design and implement a Decision Support System (DSS) based on the Analytical Hierarchy Process (AHP) method to determine service improvement priorities objectively and measurably. The research employs a mixed methods approach by combining observation, interviews, and AHP-based questionnaires using purposive sampling involving 3–5 expert respondents. The analysis process includes the development of a hierarchical structure, pairwise comparisons, eigenvector weight calculations, and consistency testing (Consistency Ratio). The results show that the AHP method is capable of identifying the most influential criteria and sub-criteria affecting service quality, as well as producing a priority ranking of services that need optimization. The implementation of this system supports more rational, consistent, and data-driven decision-making. Therefore, the application of an AHP-based Decision Support System has the potential to enhance the effectiveness, efficiency, and overall quality of public services at the Department of Population and Civil Registration of Indragiri Hilir Regency.

Keywords: Decision Support System, Analytical Hierarchy Process, Public Service Quality