Analisis Kualitas Pelayanan di Kantor Desa Bola Kecamatan Bola Kabupaten Wajo Berdasarkan Dimensi SERVQUAL untuk Kepuasan Masyarakat

Muhammad  Akram; Burhanuddin Burhanuddin; Erna Erna; Gustina Gustina

doi:10.59061/masip.v3i3.1170

Authors

Muhammad Akram Universitas Puangrimaggalatung
Burhanuddin Burhanuddin Universitas Puangrimaggalatung
Erna Erna Universitas Puangrimaggalatung
Gustina Gustina Universitas Puangrimaggalatung

DOI:

https://doi.org/10.59061/masip.v3i3.1170

Keywords:

Customer Satisfaction, Public Services, Service Performance, Service Quality, Village Services

Abstract

This study aims to describe the quality of services at the Bola Village Office, Bola District, Wajo Regency. The type of research used is descriptive qualitative research, with data collection techniques through observation, interviews, and documentation. Data analysis was carried out through several stages: data reduction, data presentation, and conclusion drawing. To test the validity of the data, this study applied credibility, transferability, dependability, and confirmability tests to ensure the results could be accountable and applicable in broader contexts. The analysis results, based on the five SERVQUAL dimensions, indicate that the service quality at the Bola Village Office is considered good. The first dimension, reliability, shows that the services provided are in line with the existing standard operating procedures (SOPs), supported by adequate training for the staff. This ensures that the services provided are timely and consistent with the public's expectations. The second dimension, responsiveness, shows that the staff can provide quick responses through the implemented priority system, allowing issues faced by the public to be handled promptly. The third dimension, assurance, is demonstrated by the professionalism of the staff and the security of the data. This provides a sense of security to the public, knowing that their data is managed properly and securely. The fourth dimension, empathy, is demonstrated by the personal attention given by the staff to the community. The staff not only provides efficient services but also cares about individual needs, fostering a more humanistic and close relationship with the residents. Meanwhile, the fifth dimension, physical facilities, is adequate to support smooth service delivery, though some improvements are still needed in terms of cleanliness and maintenance. Overall, the findings of this study emphasize the importance of quality-based service in improving public satisfaction. With services that prioritize reliability, responsiveness, assurance, empathy, and adequate facilities, the Bola Village Office can enhance service quality and provide greater satisfaction to the community.

References

Abdussamad, Z. (2022). Buku metode penelitian kualitatif. https://doi.org/10.31219/osf.io/juwxn

Afrizal, D. (2019). Pelaksanaan prinsip-prinsip pelayanan publik. Jurnal Administrasi Publik dan Bisnis (JaPaBis), 1(1), 1–8. https://doi.org/10.36917/japabis.v1i1.2

Areza, F. D., & Suharno, S. (2024). Keterwujudan asas-asas pelayanan publik dalam pelaksanaan pelayanan berbasis sistem informasi desa di Kalurahan Panggungharjo. AGORA, 13(1), 087–098. https://doi.org/10.21831/agora.v13i1.22116

Arif, Z. (2019). Analisis kualitas pelayanan dalam meningkatkan kepuasan pelanggan di Toko Istana Mode Kudus (Doctoral dissertation, IAIN Kudus).

Data, A. (2014). Teknik pengumpulan data. Jurnal Pendidikan Mipa Susunan Redaksi, 4.

Kusyana, D. N. B., & Pratiwi, K. A. (2019). Skala pengukuran kualitas layanan: Sebuah kajian literatur. Widya Manajemen, 1(2), 21–39. https://doi.org/10.32795/widyamanajemen.v1i2.354

Lestari, F. A. P. (2018). Faktor-faktor yang mempengaruhi kualitas pelayanan terhadap kepuasan pelanggan. Sosio e-kons, 10(2), 179–187. https://doi.org/10.30998/sosioekons.v10i2.2718

Mufassaroh, M. L., Murwaningsih, T., & Subarno, A. (2023). Faktor-faktor yang menghambat pelaksanaan pelayanan publik di kantor kecamatan Widodaren Kabupaten Ngawi. JIKAP (Jurnal Informasi Dan Komunikasi Administrasi Perkantoran), 7(4), 298–305. https://doi.org/10.20961/jikap.v7i4.64355

Mursyidah, L., & Choiriyah, I. U. (2020). Buku ajar manajemen pelayanan publik. Umsida Press, 1–112. https://doi.org/10.21070/2020/978-623-6833-97-1

Octaviani, R., & Sutriani, E. (2019). Analisis data dan pengecekan keabsahan data. https://doi.org/10.31227/osf.io/3w6qs

Prakoso, I. A., Suryaman, M., & Nugraha, B. (2021). Analisis kualitas pelayanan publik di kantor desa XYZ Kabupaten Karawang. YUME: Journal of Management, 4(2).

Rohman, A., & Larasati, D. C. (2020). Standar pelayanan publik di era transisi New Normal. Reformasi, 10(2), 526138. https://doi.org/10.33366/rfr.v10i2.1952

Sawir, M. (2020). Birokrasi pelayanan publik konsep, teori dan aplikasi.

Simarmata, I. K. (2020). Analisis kepuasan konsumen atas pelayanan staff PT. Airasia Indonesia Bandara Kualanamu Medan (Doctoral Dissertation, Universitas Quality).

Sugiyono. (2015). Metode penelitian kombinasi (Mix Methods). Bandung: Alfabeta.

Wibowati, J., & Octarinie, N. (2020). Pengaruh kualitas pelayanan terhadap kepuasan pelanggan pada PT Muarakati Baru Satu Palembang. Jurnal Manajemen, 8(2), 15–31. https://doi.org/10.36546/jm.v8i2.348

Wicaksono, T. E. (2020). Kontribusi retribusi rumah potong hewan terhadap pendapatan asli daerah (PAD) Kabupaten Jombang (Doctoral dissertation, STIE PGRI Dewantara Jombang).

Zikri, A., & Harahap, M. I. (2022). Analisis kualitas pelayanan pengiriman barang terhadap kepuasan konsumen pada PT Pos Indonesia (Persero) Regional I Sumatera. JIKEM: Jurnal Ilmu Komputer, Ekonomi Dan Manajemen, 2(1), 923–926.

Undang-undang (UU) Nomor 25 Tahun 2009 tentang Pelayanan Publik