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All Journal Dinamika Governance : Jurnal Ilmu Administrasi Negara
Ansori, Ahya
Universitas Terbuka, Indonesia
Humanities Social Sciences

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Evaluasi Kualitas Pelayanan Publik di Desa Pasir Sari Kabupaten Bekasi Melalui Pendekatan Model SERVQUAL Diana, Bambang Agus; Ansori, Ahya; Arma, Nur Ambia; Putro, Yusup Lintang Cahyo Andrian
Dinamika Governance : Jurnal Ilmu Administrasi Negara Vol 16, No 3 (2026): Dinamika Governance - OKTOBER ON Progress
Publisher : Universitas of Pembangunan Nasional "Veteran" Jawa Timur

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33005/jdg.v16i3.5809

Abstract

This study aims to analyze the quality of public services at the Pasir Sari Village Office, Cikarang Selatan Subdistrict, Bekasi Regency, using the SERVQUAL dimensions (tangibility, reliability, responsiveness, assurance, and empathy). The research method used was descriptive quantitative analysis supported by qualitative data. Data collection techniques included observation, interviews, and questionnaires administered to 79 respondents. The results indicate that service quality falls into the “good” category with an average score of 1,440.2. The tangible and empathy dimensions received the highest scores, while reliability had the lowest score. Barriers to service quality include the complexity of requirements, a lack of staff responsiveness, and slow service speed. This study recommends improving staff competence and simplifying service procedures.  
Co-Authors Arma, Nur Ambia Bambang Agus Diana Putro, Yusup Lintang Cahyo Andrian