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Measuring the Level of Public Service Quality Using SERVQUAL Method in Gayungan Village, Surabaya City Hendrawan Widianto; Rizqa Amelia Zunaidi
TRANSFORMASI: Jurnal Manajemen Pemerintahan TRANSFORMASI: Jurnal Manajemen Pemerintahan- Vol. 16 (1), 2024
Publisher : Institut Pemerintahan Dalam Negeri

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33701/jtp.v16i1.3165

Abstract

Kelurahan (village office) is the working area of lurah (village head), serving as a regional apparatus for developing economic facilities and public services. In this context, Gayungan Village has many problems arising from public opinion related to population registration, the need for correspondence, and the management of social assistance. Therefore, this research aimed to measure the level of public service quality as an evaluation material focused on tangibility, reliability, responsibility, assurance, and empathy dimensions. A quantitative analysis was adopted using service quality (servqual) method. The results showed that there was a discrepancy between expectations and reality in all dimensions. Tangibility, reliability, responsibility, assurance, and empathy dimensions obtained a gap value of -0.91, -1.06, -1.16, -1.04, and -0.88, respectively. Meanwhile, the improvement of public service quality should be carried out to appropriately meet the wishes and needs of the public.
Co-Authors Abduh Sayid Albana Achmad, Fariz Adek Dhea Resmi Purbantari Adelia Rachma Istighfarah Adhitya Rinda Wahyu Purnama Adi Candra Aditya Ayu Cahyaning Wigati Ahmad Ihsan Fuady Ahmad Nur Rosyid Alfansuri, Habib Mirza Alfany, Mochammad Zulfikar Annisa Rizkyta Nabilah Junaidi Arda Erico Yuda Ardiansyah Al Farouq Arkan Fauzan Wicaksono, Muhammad Arman Hakim Nasution Aufar Fikri Dimyati Aulia Annisa Aulia Rahma Annisa Ayu Endah Wahyuni Ayu Prema Laksmi Azhari, Sulaiman Benazir Imam Arif Muttaqin Cahyani, Nabilla Adinna Cendana Widyasinta Widiarso Diba, Elsa Rachma Farah Dimas Dandy Pradana Septiawan Dio Ifan Auliya Dominggo Bayu Baskara Dwi Nur Azizah Hamidah Elsa Diaz Yamila Farah Annisa Yasmine Farisya Al Mar’atus Sholikha Fearnanda, Yuanita Lucky Fidelia Adinda Syafani Firli Tajtibra Gary Christ Enrique Hendrik Glorido Pascal Soumokil Hamidah, Dwi Nur Azizah Hawwin Mardhiana Hendrawan Widianto Hendrawan Widianto Hendrawan Widianto Hernadimas Alfattah Hesti Dita Pramesti Hilmi, Muhammad Hafidh Syauqil Huki Chandra Indah, Putri Dwi Julia, Sefira Rachma Khodijah Amiroh Kurniasari, Yosiana Eka Putri Lobita Japtara Martadinata, Agi Lora Amifia Lora Khaula Amifia Muhammad Ardiansyah Al Faiz Muhammad, Fasya Mazaya Sidqi Nabila Az Zhahra Nabilla Adinna Cahyani Nafie, Harun Stephen Nafis, Ali Akbar Nanda Mesa Nur Aryabawa Nilna Agnia Nisrina Salsabilah Novika, Norma Nurdin, Arliyanti Nurlaela, Norma Septin Oktavio, Reinanrd Dustin Paramaditya Arismawati Perdana Suteja Putra Pratama, Annisa Putri Purba, Yesika Purbantari, Adek Dhea Resmi Purnama, Adhitya Rinda Wahyu Rafif Muhammad Rasyad Rahaditya Dimas Prihadianto Rahaditya Dimas Prihardianto Rahmalia Nurhalissa Raynor Cavan Suharto Rizha Nurmila Hilda Rizha Nurmila Hilda Rizky Dwi Budi Anugrah Wibowo Rossy, Daseiya Auriello Rosyid, Ahmad Nur Samuel Haorista Oikan Eka Cipta Sasotya Rigan Rafsanjana Silvi Istiqomah Sinta Dewi Sri Hidayati Syahada, Amelia Tasya Virginia Nur Illahi Tineke Sandra Wisesha Wahyu Andy Prastyabudi Wulandari, Eka Devi Yashmine Mela Ardianto Yosiana Eka Putri Kurniasari Yulianita, Ika Zenkey Soma Mahendra