Public Policy : Jurnal Aplikasi Kebijakan Publik dan Bisnis
Jurnal Aplikasi Kebijakan Publik dan Bisnis

Evaluating Public Service Quality Using the SERVQUAL Model: An Analysis of Key Service Dimensions

Juadry Engko, Garry (Unknown)
Tuanaya, Wahab (Unknown)
Normawati, Normawati (Unknown)
Bustam Layn, Safrudin (Unknown)

Article Info

Publish Date
24 Apr 2025

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.

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Journal Info
Public Policy : Jurnal Aplikasi Kebijakan Publik dan Bisnis
Website

Abbrev

ppj

Publisher

Sekolah Tinggi Ilmu Administrasi Said Perintah

Subject

Economics, Econometrics & Finance Law, Crime, Criminology & Criminal Justice Library & Information Science

Description

Focus and Scope Public Administration Administrative Law Administrative Reform Bureaucratic Ethics Bureaucratic Law Dynamics of Public Services E-Government Good Governance Governance Government Collaboration Legal Ethics Management of BUMD Public Organizations Public Policy Public Service Political ...