Service Quality Dynamics in Improving the Quality of Public Services and Community Satisfaction in Sukajadi Village

Ahmadi Ahmadi; Eva Novaria; Deby Chintia Hestiriniah

doi:10.55927/fjas.v5i4.50

Authors

Ahmadi Ahmadi Stisipol Candradimuka
Eva Novaria Stisipol Candradimuka
Deby Chintia Hestiriniah Stisipol Candradimuka, Palembang

DOI:

https://doi.org/10.55927/fjas.v5i4.50

Keywords:

Service Quality, SERVQUAL, Community Satisfaction, Public Services

Abstract

This study aims to analyze the dynamics of public service quality in increasing community satisfaction in Sukajadi Village. The approach used is descriptive qualitative by referring to the SERVQUAL model which includes the dimensions of tangibles, reliability, responsiveness, assurance, and empathy. Data was collected through observation, interviews, and documentation. The results of the study show that the quality of public services in Sukajadi Village still faces various obstacles, especially related to limited human resources, infrastructure, and optimization of service digitalization. However, there are efforts to improve through technology-based service innovation and increased responsiveness of the apparatus. This study concludes that the dynamics of service quality have a significant effect on the level of community satisfaction. Recommendations were given for increasing the capacity of the apparatus, strengthening the digital system, and improving service standards.

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