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All Journal Journal of Social Research Jurnal Ekonomi, Teknologi dan Bisnis
Saputra, Andika Bagus
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Humanities Astronomy Computer Science & IT Economics, Econometrics & Finance Education Engineering Industrial & Manufacturing Engineering Mechanical Engineering 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.
Design and Implementation of the Mount Ciremai Basecamp Website as a Climbing Information Media in Linggasana Village Lesmana, Surya; Saputra, Andika Bagus; Baihaqi, Egi Ahmad; Syakur, Muhamad Zidan; Suhendi, Suhendi
Jurnal Ekonomi Teknologi dan Bisnis (JETBIS) Vol. 4 No. 9 (2025): Jurnal Ekonomi, Teknologi dan Bisnis
Publisher : Al-Makki Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.57185/cezc3233

Abstract

Mount Ciremai is the highest mountain in West Java Province which is the main destination for climbing and natural tourism. One of the official climbing trails of Mount Ciremai is in Linggasana Village which has a basecamp as a center for climbing services and information. However, the delivery of climbing information at the Linggasana Village basecamp is still carried out conventionally, so that information is difficult for prospective climbers to access widely and quickly. This research aims to design and implement a Mount Ciremai Basecamp website in Linggasana Village as an integrated and easily accessible climbing information medium. The research method used is the Waterfall method which includes the stages of needs analysis, system design, implementation, and testing. The website is developed using web-based technology with an integrated database. The results of the study show that the website built is able to present climbing information effectively and help climbers in obtaining accurate information before climbing. The study also reveals that the website facilitates faster information updates, broader information coverage, and better documentation. The implications of this research indicate that the use of web-based information systems can enhance service quality, transparency, and climber preparedness, while also supporting safer and more sustainable climbing management. In conclusion, the implementation of the website provides an effective solution to overcome the limitations of conventional information delivery and contributes both practically and theoretically to the development of information systems in natural tourism management.
Co-Authors Baihaqi, Egi Ahmad Lesmana, Surya Nahdiyyah, Iim Rohimatun Nendi, Iksan Suhendi Suhendi Syakur, Muhamad Zidan Tarsini, Iin Wiguna, Tantra Agun