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All Journal TAMIKA: Jurnal Tugas Akhir Manajemen Informatika & Komputerisasi Akuntansi
Silalahi, Vina Aulia
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Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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Rancang Bangun Aplikasi Penilaian Pelayanan Desa di Kantor Lurah Sei Agul Menggunakan Metode Service Quality Silalahi, Vina Aulia; Nidia Enjelita Br. Saragih
TAMIKA: Jurnal Tugas Akhir Manajemen Informatika & Komputerisasi Akuntansi Vol 5 No 2 (2025): TAMIKA: Jurnal Tugas Akhir Manajemen Informatika & Komputerisasi Akuntansi
Publisher : Universitas Methodist Indonesia

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Abstract

Public services at the village office play a crucial role in creating an efficient, transparent government focused on public satisfaction. However, many residents are still dissatisfied with the services provided, both in terms of speed, accuracy, and the attitude of officers. Therefore, a system is needed that not only makes it easier for the public to request services but also allows for objective assessment of service quality. This study aims to design and build a mobile-based application that facilitates service requests and service assessments by the public. In the assessment, the Service Quality (ServQual) method is used, which measures the gap between public expectations and perceptions across five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. The result of this study is an Android-based application for accessing village services and providing input to the village office in continuously improving service quality.
Rancang Bangun Aplikasi Penilaian Pelayanan Desa di Kantor Lurah Sei Agul Menggunakan Metode Service Quality Silalahi, Vina Aulia; Br Saragih, Nidia Enjelita
TAMIKA: Jurnal Tugas Akhir Manajemen Informatika & Komputerisasi Akuntansi Vol 5 No 2 (2025): TAMIKA: Jurnal Tugas Akhir Manajemen Informatika & Komputerisasi Akuntansi
Publisher : Universitas Methodist Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.46880/tamika.Vol5No2.pp221-227

Abstract

Public services at the village office level play a vital role in realizing good governance. However, many citizens still feel dissatisfied with the quality of services, particularly in terms of speed, accuracy, and staff attitude. Therefore, there is a need for a system that not only simplifies service application processes but also objectively evaluates Service Quality. This study aims to design and develop a web and mobile-based application that enables users to request services and provide feedback on Service Quality. The Service Quality (ServQual) method is used to measure the gap between citizens’ expectations and perceptions across five dimensions: Tangibles, Reliability, Responsiveness, Assurance, and Empathy. The result of this research is an application that facilitates easier access to public services and provides valuable insights for the village office to continuously improve Service Quality.
Co-Authors Br Saragih, Nidia Enjelita Nidia Enjelita Br. Saragih