Analysis of Administration Service Quality at Sei Gohong Sub-District Using the SERVQUAL Model Analisis Kualitas Pelayanan Administrasi di Kelurahan Sei Gohong menggunakan model SERVQUAL

Abstract

This research is motivated by the importance of improving the quality of administrative services at the village level as the frontline in providing services to the community. The problem of this research is how the quality of administrative services in Sei Gohong Village is viewed from the SERVQUAL model which includes five dimensions, namely: tangible, reliability, responsiveness, assurance, and empathy. This study aims to describe the quality of administrative services based on these five dimensions. This study uses a qualitative approach with a descriptive research type, while data collection techniques are carried out through observation, interviews, and documentation. The main findings show that the quality of administrative services in Sei Gohong Village is generally in the fairly good category. In the tangibles dimension, service facilities are considered quite adequate, although the waiting room capacity is still limited and there are still some facilities that need to be improved; also, at certain times, the apparatus is not on site during working hours. In the reliability dimension, the apparatus has carried out services according to procedures and is able to process documents fairly precisely and accurately. In the responsiveness dimension, the apparatus shows agility in helping the community and providing explanations regarding service procedures, although when the number of people increases, services become slower due to limited staff and increased requests for administrative services. In the assurance dimension, officials guarantee timeliness and document legality, thereby fostering public trust in the services provided. Meanwhile, in the empathy dimension, officials demonstrate a friendly, polite, and attentive attitude to members of the public who need assistance with administrative processes.