Measuring Service Quality Gaps in Village Administration
A SERVQUAL-Based Approach to Community Satisfaction Assessmen
DOI:
https://doi.org/10.55537/bigint.v4i1.1499Keywords:
community satisfaction, village administration, service quality, SERVQUALAbstract
This study examines the quality of administrative services in Sei Mencirim Village by applying the Service Quality (SERVQUAL) method. A quantitative descriptive approach was adopted, with data collected through questionnaires distributed to residents who actively use village administrative services. The research instrument was developed based on the five SERVQUAL dimensions: tangibles, reliability, responsiveness, assurance, and empathy. The findings indicate that all service dimensions show positive gap values between community perceptions and expectations, with an overall average gap of 0.85. This result suggests that the services provided by the village administration generally meet, and in several aspects exceed, community expectations. Among the five dimensions, assurance recorded the highest gap value, reflecting strong public confidence in staff competence and service security. In contrast, reliability showed the lowest gap value, although it remained within the satisfactory category. Overall, the study reveals that community members are satisfied with the administrative services provided by Sei Mencirim Village. Nevertheless, improving service reliability—particularly in terms of consistency, accuracy, and timeliness—remains necessary to ensure sustainable service quality. This research contributes empirical evidence on village-level public service performance and offers practical insights for policymakers seeking to improve administrative service delivery through a SERVQUAL-based evaluation framework.
Downloads
References
E. Y. Zahra et al., “Analisis kualitas pelayanan terhadap tingkat kepuasan pelanggan di Toko XYZ menggunakan metode service quality,” EKOMA: Jurnal Ekonomi, Manajemen, Akuntansi, vol. 4, no. 1, pp. 2964–2973, 2024. https://doi.org/10.56799/ekoma.v4i1.6341
N. K. Hidayati, A. Z. Abidin, and T. R. Ilyas, “Analisis kepuasan pasien terhadap pelayanan kesehatan di Puskesmas Plumpang Kabupaten Tuban,” Jurnal Respon Publik, vol. 19, no. 8, pp. 44–53, 2025. https://doi.org/10.62094/jhs.v13i1.126
C. Paramita, S. G. Kresteno, and K. Indraningrat, “Increasing Grab customer satisfaction through e-SERVQUAL: Efficiency, system availability, fulfillment, and privacy,” Interdisciplinary Explorations in Research Journal (IERJ), vol. 3, no. 2, pp. 390–409, 2025. https://doi.org/10.62976/ierj.v3i2.1120
N. Y. Pangaribuan, V. Vanessa, and J. J. Anurantha, “The influence of service quality (SERVQUAL) on the satisfaction of BPJS patients in Indonesian healthcare facilities: A systematic review,” JRSSEM, vol. 5, no. 5, pp. 5285–5293, Dec. 2025. https://doi.org/10.59141/jrssem.v5i5.1224
V. Sahfitri, Suyanto, and D. Dayi, “Penerapan metode SERVQUAL dan customer satisfaction index (CSI) untuk peningkatan kepuasan pengguna light rail transit (LRT) di Kota Palembang,” Jurnal Ilmiah MATRIK, vol. 25, no. 3, pp. 273–281, Dec. 2023. https://doi.org/10.33557/jurnalmatrik.v25i3.2866
T. I. Gerson, L. A. Safar, and D. S. Utomo, “Analisis kualitas pelayanan dengan metode SERVQUAL dan importance performance analysis (IPA),” Jurnal Teknik Industri Terintegrasi (JUTIN), vol. 8, no. 2, pp. 2104–2111, 2025. https://doi.org/10.31004/jutin.v8i2.45130
D. S. Setiawati, S. Supriyati, and R. C. Kurniawan, “Service quality analysis with SERVQUAL integration approach and importance performance analysis (IPA) to increase customer satisfaction at Radja Mart minimarket,” G-Tech: Jurnal Teknologi Terapan, vol. 9, no. 2, pp. 728–737, 2025. https://doi.org/10.70609/gtech.v9i2.6615
C. Tedjokusumo and W. R. Murhadi, “Customer satisfaction as a mediator between service quality and customer loyalty: A case study of Bank Central Asia,” Jurnal Siasat Bisnis, vol. 27, no. 2, pp. 156–170, 2023. https://doi.org/10.20885/jsb.vol27.iss2.art3
S. A. Desma, A. S. Harahap, R. Wijayanti, and I. Kurniawan, “Penerapan metode SERVQUAL dan Kano untuk meningkatkan kualitas pelayanan Perumda Air Minum Tirta Raharja,” GEMAH RIPAH: Jurnal Bisnis, vol. 5, no. 3, pp. 384–397, 2025. https://doi.org/10.69957/grjb.v5i03.2402
M. Aqsal, Safrizal, and R. Chandra, “Analisis service quality (SERVQUAL) pada pusat perbelanjaan oleh-oleh di Kecamatan Pantee Bidari,” Jurnal Minfo Polgan, vol. 14, no. 1, pp. 361–374, Apr. 2025. https://doi.org/10.33395/jmp.v14i1.14716
R. S. Septiyani, S. R. Feriaty, and B. C. Maulidani, “Analisis pengaruh kualitas pelayanan terhadap kepuasan pelanggan pada PT X menggunakan metode SERVQUAL,” INNOVATIVE: Journal of Social Science Research, vol. 5, no. 3, pp. 1752–1771, 2025. https://doi.org/10.32897/retims.2024.6.1.3413
O. Widyamurti and W. Wianti, “Analisis kualitas pelayanan jasa ekspedisi menggunakan metode SERVQUAL pada PT Berkah Miranta Kargo Jakarta,” Jurnal Pendidikan Tambusai, vol. 9, no. 2, pp. 22764–22773, 2025. https://doi.org/10.32734/jsti.v23i1.4773
N. R. Safika, E. Y. Pramularso, and Hardani, “Analisis kepuasan pelanggan terhadap kualitas pelayanan menggunakan metode SERVQUAL di PT Wisata Rezeki Mulia,” Jurnal Bisnis dan Manajemen (JURBISMAN), vol. 3, no. 3, pp. 769–780, 2025. https://doi.org/10.24114/plans.v12i2.9575
M. Salahudin, A. Suryanto, B. N. Kuncoro, and D. Putri, “Analisis kepuasan pelanggan jasa pengiriman barang dengan metode SERVQUAL pada PT Sinergi Adhikarya Semesta,” IMTechno: Journal of Industrial Management and Technology, vol. 5, no. 1, pp. 45–51, Jan. 2024. https://doi.org/10.31294/imtechno.v5i1.2823
V. H. Pambudi and M. Singgih, “Analisis kepuasan konsumen terhadap kualitas pelayanan jasa air conditioner di CV Kertajaya Elektronik menggunakan metode SERVQUAL,” Jurnal Teknik Industri, 2023. https://doi.org/10.33506/mt.v9i1.2224
S. B. Emilia, “Development of e-SERVQUAL dimensions for banking,” PRAXIS: Jurnal Sains, Teknologi, Masyarakat dan Jejaring, vol. 6, no. 2, pp. 178–192, Mar. 2024. https://doi.org/10.24167/praxis.v6i2.11630
F. W. Putera and R. R. Padmakusumah, “The influence of total quality management (TQM) and service quality (SERVQUAL) on customer satisfaction of Netflix services,” Journal of Applied Financial Management (JAFM), vol. 5, no. 6, pp. 1487–1498, 2025. https://doi.org/10.38035/jafm.v5i6.1358
P. Prakash, “SERVQUAL method: A tool for quality assurance in health care,” IP Annals of Prosthodontics and Restorative Dentistry, vol. 10, no. 2, pp. 101–105, 2024. https://doi.org/10.18231/j.aprd.2024.020
F. N. Ziyadah and E. Alisah, “Analisis fuzzy SERVQUAL dalam mengukur tingkat kepuasan pasien BPJS Kesehatan terhadap kualitas layanan pada UPTD Puskesmas,” Jurnal Riset Mahasiswa Matematika, vol. 3, no. 6, pp. 258–273, 2024. https://doi.org/10.18860/jrmm.v3i6.27847
J. Premović, M. M. Pavlović, and M. Milunović, “Enhancing insurance services in Serbia with application of the SERVQUAL model,” STED Journal, vol. 7, no. 1, pp. 37–57, 2025. https://doi.org/10.63395/stedjournal0701069e37
D. Arli, “The impact of SERVQUAL on consumers’ satisfaction, loyalty, and intention to use online food delivery services,” International Journal of Quality & Reliability Management, 2024. https://doi.org/10.1080/10496491.2024.2372858
W. Wider et al., “Service quality (SERVQUAL) model in private higher education institutions: A bibliometric analysis of past, present, and future prospects,” Social Sciences & Humanities Open, 2024. https://doi.org/10.1016/j.ssaho.2024.100805
M. Awaludin, A. G. Gani, and Y. Gardenia, “Penerapan metode SERVQUAL dalam analisis pola kepuasan pelanggan pada kualitas pelayanan Bank X,” 2024. https://doi.org/10.35968/jsi.v11i2.1235
S. R. Ningsih, A. J. Z., A. I. Suryani, C. L. Andesti, and R. Darwas, “Analisis kepuasan mahasiswa terhadap aplikasi e-Task menggunakan metode SERVQUAL,” Journal of Information Systems Management and Digital Business (JISMDB), vol. 1, no. 4, pp. 417–428, Jul. 2024. https://doi.org/10.59407/jismdb.v1i4.913
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2026 Aqilla Sintiya, Muhammad Yasin Simargolang, M. Faisal Afif Tarigan
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
