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All Journal Journal of Governance and Public Policy Journal of Governance JURNAL MUQODDIMAH : Jurnal Ilmu Sosial, Politik dan Hummaniora Jurnal Ilmiah Tata Sejuta STIA Mataram Moderat Journal of Governance and Local Politics (JGLP) SOSIOEDUKASI : JURNAL ILMIAH ILMU PENDIDIKAN DAN SOSIAL GOVERNABILITAS (Jurnal Ilmu Pemerintahan Semesta) MODERAT: Jurnal Ilmiah Ilmu Pemerintahan Nakhoda: Jurnal Ilmu Pemerintahan JURNAL ILMIAH GLOBAL EDUCATION JSIP: Jurnal Studi Ilmu Pemerintahan JURNAL SIPISSANGNGI: Jurnal Pengabdian Kepada Masyarakat Journal of Governance and Social Policy Baileo: Jurnal Sosial Humaniora Aksi Kita: Jurnal Pengabdian Kepada Masyarakat Indonesia Berdampak: Jurnal Pengabdian Kepada Masyarakat Public Policy : Jurnal Aplikasi Kebijakan Publik dan Bisnis
Wahab Tuanaya
Universitas Pattimura
Agriculture, Biological Sciences & Forestry Arts Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Mathematics Public Health Social Sciences Other

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Evaluating Public Service Quality Using the SERVQUAL Model: An Analysis of Key Service Dimensions Garry Juadry Engko; Wahab Tuanaya; Normawati Normawati; Safrudin Bustam Layn
Public Policy : Jurnal Aplikasi Kebijakan Publik dan Bisnis Vol. 6 No. 1 (2025): Public Policy : Jurnal Aplikasi Kebijakan Publik dan Bisnis
Publisher : Univiversitas Dr. Djar Wattiheluw

Show Abstract | Download Original | Original Source | Check in Google Scholar

Abstract

This study assesses the quality of public services at the Benteng Village Office in Nusaniwe District, Ambon City, utilizing the SERVQUAL model across five dimensions: Tangibles, Reliability, Responsiveness, Assurance, and Empathy. While most indicators for Tangibles, Reliability, and Assurance are being met, there are notable gaps in the comfort of physical facilities and the technological proficiency of staff. The Responsiveness dimension aligns with community expectations; however, there are concerns regarding staff friendliness in the Empathy dimension. Key factors affecting service quality include the professionalism of human resources, IT infrastructure, and community oversight. The study recommends enhancing staff skills, upgrading facilities, and promoting a positive service culture to elevate service quality in Benteng Village.
HILIRISASI SASIGOV SMART VILLAGE KIT UNTUK PENGUATAN TATA KELOLA NEGERI BERBASIS SASI DI NEGERI LIMA MALUKU TENGAH Muhtar Muhtar; Jusuf Madubun; Wahab Tuanaya; Judy de Fretes; Rukoyah Rukoyah; Sonia Putri Marsaolly; Aci Nadia Kabakoran
JURNAL SIPISSANGNGI: Jurnal Pengabdian Kepada Masyarakat Vol 6, No 3 (2026): Sipissangngi Volume 6, Nomor 3, September 2026
Publisher : Lembaga Penelitan dan Pengabdian Masyarakat, Universitas Al Asyariah Mandar

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35329/jp.v6i3.7303

Abstract

Kegiatan pengabdian ini bertujuan memperkuat tata kelola negeri adat berbasis Sasi melalui hilirisasi SasiGov Smart Village Kit di Negeri Lima, Kecamatan Leihitu, Kabupaten Maluku Tengah. Kegiatan dilatarbelakangi oleh belum optimalnya transparansi layanan publik, keterlacakan pengaduan, dokumentasi Sasi, serta promosi ekonomi lokal masyarakat. Metode yang digunakan adalah pendekatan partisipatif-kolaboratif dengan siklus Plan–Do–Check–Act melalui tahapan sosialisasi, asesmen kebutuhan, pelatihan, penerapan teknologi, pendampingan, evaluasi, dan penguatan keberlanjutan. Sasaran kegiatan meliputi Pemerintah Negeri Lima, Saniri, Kewang, admin layanan, kelompok ekonomi lokal, dan masyarakat. Hasil kegiatan menunjukkan bahwa SasiGov Smart Village Kit mampu menghasilkan perangkat tata kelola berupa service charter, pusat informasi layanan, sistem pengaduan berbasis register, log layanan, dashboard indikator triwulan, Sasi register, publikasi status Sasi, arsip dokumen, dan katalog ekonomi lokal. Implementasi kit memperkuat transparansi layanan, meningkatkan akuntabilitas pengaduan, mendukung pelaporan berbasis data, serta mengintegrasikan kelembagaan adat dengan promosi ekonomi lokal. Kegiatan ini menunjukkan bahwa smart village pada negeri adat perlu dikembangkan melalui inovasi yang sederhana, kontekstual, partisipatif, dan replikatif.
Co-Authors Abu S.L Tamheryaan Aci Nadia Kabakoran Ainun C Latuconsina Alfa Maximille Tutuhatunewa Atikah Khairunnisa Fadillah La Mani Fahmi Afrizal Kaisupy Fandi Sintani Farah Lessy Fitriyah Fitriyah Garry Juadry Engko Hendry Selanno Irna Ekram Judy De Fretes Jusuf Madubun Khairunisa, Atika Maria A. V. Touwe Mike J Rolobessy Mike. J. Rolebessy Muhtar Muhtar Muhtar Muhtar Muhtar Normawati Normawati Normawati Normawati Nur Hidayat Sardini Nurainy Latuconsina Nurul Hazanah Rusli Husen Rahmad Rahmad Rengifurwarin, Zainal Abidin Rukoyah Rukoyah Safrudin Bustam Layn Samson Laurens Samson Laurens Selanno, Hendry Sintani, Fandi Ahmad Sintani, Fandi Ahmad Sofpia Tuhumury Sonia Putri Marsaolly Syamsul Arifin Tamheryaan, Abu S.L Wance, Marno Zainal Abidin Rengifurwarin