Evaluasi Kualitas Pelayanan Publik di Desa Pasir Sari Kabupaten Bekasi Melalui Pendekatan Model SERVQUAL

Diana, Bambang Agus
Ansori, Ahya (Universitas Terbuka, Indonesia)
Arma, Nur Ambia (Universitas Terbuka, Indonesia)
Putro, Yusup Lintang Cahyo Andrian (Universitas Terbuka, Indonesia)

Dinamika Governance : Jurnal Ilmu Administrasi Negara
Vol 16, No 3 (2026): Dinamika Governance - OKTOBER ON Progress

This study aims to analyze the quality of public services at the Pasir Sari Village Office, Cikarang Selatan Subdistrict, Bekasi Regency, using the SERVQUAL dimensions (tangibility, reliability, responsiveness, assurance, and empathy). The research method used was descriptive quantitative analysis supported by qualitative data. Data collection techniques included observation, interviews, and questionnaires administered to 79 respondents. The results indicate that service quality falls into the “good” category with an average score of 1,440.2. The tangible and empathy dimensions received the highest scores, while reliability had the lowest score. Barriers to service quality include the complexity of requirements, a lack of staff responsiveness, and slow service speed. This study recommends improving staff competence and simplifying service procedures.