Analysis of The Effect of Service Quality on Public Satisfaction Using the Servqual Approach

Rahdian Aprino (Haji Agus Salim Institute of Technology and Business, Indonesia)
Sabri Sabri (Haji Agus Salim Institute of Technology and Business, Indonesia)

Indo Green Journal
Vol. 4 No. 4 (2026): Green 2026

This study aims to analyze the effect of service quality on public satisfaction with the Service Quality (SERVQUAL) approach at the Belakang Balok Village Office. Service quality in this study is measured through five dimensions, namely Tangibles (Physical Evidence), Reliability (Reliability), Responsiveness (Responsiveness), Assurance (Guarantee), and Empathy (Empathy). The study uses a quantitative approach with a survey method. The study population is the community who received services at the Belakang Balok Village Office, with a sample of 100 respondents selected using accidental sampling techniques . Data were collected through a questionnaire using a Likert scale and analyzed using multiple linear regression. The results of the study indicate that partially Tangibles have a positive and significant effect on public satisfaction with a regression coefficient of 0.734 and a significance of 0.000; Reliability has a positive and significant effect with a coefficient of 0.493 and a significance of 0.000; Responsiveness has a positive and significant effect with a coefficient of 0.269 and a significance of 0.046; Assurance has a positive and significant effect with a coefficient of 0.658 and a significance of 0.000; and Empathy has a positive and significant effect with a coefficient of 0.464 and a significance of 0.000. Simultaneously, the five dimensions of SERVQUAL have a significant effect on customer satisfaction with an F value of 41.361 and a significance of 0.000. The R Square value of 0.688 indicates that 68.8% of the variation in customer satisfaction can be explained by the five dimensions of service quality, while 31.2% is explained by other factors outside the research model. The most dominant dimension influencing customer satisfaction is Tangibles with a Standardized Beta value of 0.367. Descriptively, all dimensions of service quality are in the poor category, so it is necessary to improve the overall quality of service, especially in the aspect of physical evidence as the most dominant dimension.