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Darwis
Universitas Puangrimaggalatung
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Kualitas Pelayanan di Kantor Desa Barangmamase Kecamatan Sajoanging Kabupaten Wajo Lala Tasya Anjalika Syam; Burhanuddin Burhanuddin; Yuniarni Yuniarni; Darwis Darwis
Journal of Research and Development on Public Policy Vol. 5 No. 1 (2026): Maret: Journal of Research and Development on Public Policy
Publisher : Lembaga Pengkajian Dan Pengembangan Sumberdaya Pembangunan (lppsp)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58684/jarvic.v5i1.187

Abstract

This research aims to describe the quality of service at the Barangmamase Village Office, Sajoanging District, Wajo Regency. The research uses a descriptive qualitative approach with five dimensions of SERVQUAL, namely tangible (physical evidence), reliability (reliability), responsiveness (responsiveness), assurance (guarantee), and empathy (empathy). Data was obtained through interviews, observations, and documentation, with informants from village officials and the community. The results show that the dimensions of reliability and responsiveness obtained a good assessment, while the dimensions of empathy and assurance still need to be improved. The dimension of physical evidence shows that there are several deficiencies in the facilities available at the village office. Overall, the quality of service at the Barangmamase Village Office has shown quite good results, although it still needs to be improved in terms of assurance, empathy, and tangible to increase community satisfaction with public services. Based on the results of this study, it is suggested that the Barangmamase Village Office pay more attention to the aspects of empathy and assurance to increase community satisfaction.
Co-Authors Abbas, Hasbih Afiah, Andi Ulfah ahmad yani Ambo Aming Besse Sulfiani Burhanuddin Burhanuddin Erni Kasim Fitriani Fitry Purnamasari Harmin Adijaya Putri Herlina, Besse Ismail, Imran Izna Asmi Lala Tasya Anjalika Syam Lili Suryani Marlina, Andi Muhammad Ardi, Muhammad Murmayani Nurcaya, N Nurlita pertiwi, Nurlita Ruslang, Ruslang Sahriah, Sahriah Sitti Aminah Sri Hardianti Rosadi St. Rahma Yuniarni Yuniarni Yusran Yusran