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All Journal Public Policy : Jurnal Aplikasi Kebijakan Publik dan Bisnis
Juadry Engko, Garry
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Economics, Econometrics & Finance Law, Crime, Criminology & Criminal Justice Library & Information Science

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Evaluating Public Service Quality Using the SERVQUAL Model: An Analysis of Key Service Dimensions Juadry Engko, Garry; Tuanaya, Wahab; Normawati, Normawati; Bustam Layn, Safrudin
Public Policy Jurnal Aplikasi Kebijakan Publik dan Bisnis
Publisher : Lembaga Penelitian & Pengabdian Masyarakat (LPPM) STIA Said Perintah

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.51135/PublicPolicy.v6.i1.p173-188

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.
Co-Authors Bustam Layn, Safrudin Normawati Normawati, Normawati Tuanaya, Wahab