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All Journal Jurnal Hukum, Administrasi Publik dan Negara
Shafina Sukma Indrayana
Universitas Negeri Surabaya
Law, Crime, Criminology & Criminal Justice

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Kualitas Pelayanan Publik Berbasis Pengalaman Masyarakat: Analisis SERVQUAL pada Layanan Administrasi Kelurahan Medokan Ayu Surabaya Shafina Sukma Indrayana; Ardiyansah Ardiyansah; Meirinawati Meirinawati
Jurnal Hukum, Administrasi Publik dan Negara Vol. 3 No. 6 (2026): November: Jurnal Hukum, Administrasi Publik dan Negara
Publisher : Asosiasi Peneliti Dan Pengajar Ilmu Sosial Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62383/hukum.v3i6.1343

Abstract

Public administrative services at the urban village level are essential to meeting community needs. This study examines administrative service quality at Kelurahan Medokan Ayu Surabaya, using the five SERVQUAL dimensions. A descriptive qualitative approach was employed, involving four purposively selected informants who had used services for identity card replacement, relocation documents, family card separation, and university tuition fee appeal documents. Data were collected through face-to-face interviews lasting 5–10 minutes per informant, recorded, and transcribed. Data collection took place in September 2026. The findings show that the four informants experienced helpful staff, clear explanations, and courteous treatment. Digital information also helped one informant understand service procedures. However, a delay occurred when a document required the urban village head’s direct signature while the official was out of town. This highlights potential weaknesses in service continuity and completion time certainty. This study contributes by using SERVQUAL qualitatively to explore specific user experiences and identify vulnerabilities in administrative processes. The findings suggest the need for clearer service time standards and continuity mechanisms when authorized officials are unavailable. Since the study involved only four informants at one urban village, the findings cannot represent all service users.
Co-Authors Ardiyansah Ardiyansah Meirinawati Meirinawati