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Nendi, Iksan
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Humanities Astronomy Computer Science & IT Economics, Econometrics & Finance Education Environmental Science Law, Crime, Criminology & Criminal Justice Library & Information Science Physics Social Sciences

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Service Quality Analysis Using Servqual and Importance Performance Analysis (IPA) Methods (Case Study of Sidomulya Village, Astanapura District) Nendi, Iksan; Nahdiyyah, Iim Rohimatun; Wiguna, Tantra Agun; Saputra, Andika Bagus; Tarsini, Iin
Journal of Social Research Vol. 4 No. 6 (2025): Journal of Social Research
Publisher : International Journal Labs

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55324/josr.v4i6.2583

Abstract

Public services at the village level play a crucial role in government implementation and significantly affect community satisfaction. However, gaps often exist between public expectations and their perceptions of service quality. This study aims to measure the quality of public services in Sidomulya Village, Astanajapura District, using the Service Quality (Servqual) method to identify the gap between expectations and perceptions, and to determine priority areas for improvement using Importance-Performance Analysis (IPA). Data were collected via questionnaires distributed to 30 respondents and analyzed through validity and reliability tests, followed by Servqual gap analysis and IPA quadrant mapping. The Servqual analysis revealed negative gaps across all dimensions of service quality—Tangibles (-0.39), Reliability (-0.97), Responsiveness (-0.53), Assurance (-0.40), and Empathy (-0.20)—with an average gap of -0.83, indicating that service quality does not meet public expectations. The largest gap was found in the Reliability dimension, highlighting concerns about service dependability. IPA results showed that aspects P1 and P9, related to administrative services and targeted social assistance, respectively, fall into the Top Priority quadrant, signaling urgent need for improvement. These findings suggest that the village government should prioritize enhancing these key service areas to better align with community expectations, thereby increasing public trust and satisfaction. This integrated application of Servqual and IPA provides a strategic framework for evaluating and improving village-level public services.
Pengaruh Gestur Dan Kontak Mata Terhadap Kepercayaan Karyawan (Employee Trust) Pada Syntax Corporation Indonesia Umam, Muhammad Khoirul; Abdurokhim, Abdurokhim; Nendi, Iksan; Askarno, Askarno; Opan Fadilah, Muhammad
Jurnal sosial dan sains Vol. 5 No. 9 (2025): Jurnal Sosial dan Sains
Publisher : Green Publisher Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59188/jurnalsosains.v5i9.32356

Abstract

This research explores how eye contact and gestures influence employee trust levels at Syntax Corporation Indonesia. Employee trust plays a crucial role in various behaviors that impact productive working relationships. When trust is low, it can trigger conflicts and decrease productivity, whereas high trust can enhance motivation, performance, and employee loyalty. This study aims to fill the gap in existing research regarding the influence of nonverbal communication elements, particularly eye contact and gestures, on employee trust in the Indonesian workplace. Data were collected from 128 employees through a questionnaire and analyzed using multiple linear regression as a quantitative research method. The results indicate that both eye contact and gestures have a significant impact on employee trust, with eye contact having a greater effect. These findings emphasize the importance of nonverbal communication in creating a trustworthy environment and provide practical recommendations for management to enhance employee trust through the effective use of nonverbal cues.
Co-Authors Abdurokhim Abdurokhim Askarno, Askarno Nahdiyyah, Iim Rohimatun Opan Fadilah, Muhammad Saputra, Andika Bagus Tarsini, Iin Umam, Muhammad Khoirul Wiguna, Tantra Agun