Public Service Performance Analysis using Servqual Method in Bandar Pasir Mandoge Village

Dhea Rahmadhani; William Ramdhan; Abdul Karim Syaputra

doi:10.32520/stmsi.v13i2.4002

Public Service Performance Analysis using Servqual Method in Bandar Pasir Mandoge Village

Dhea Rahmadhani, William Ramdhan, Abdul Karim Syaputra

Abstract

Improving service in an agency cannot be separated from several aspects that must be possessed, such as assurance, empathy, responsiveness, reliability and physical evidence. However, there are several obstacles in improving services at the Bandar Pasir Mandoge Village Head's Office, such as lack of information and transparency. The aim of this research is to create a decision support system using the servqual method to improve the quality of public service performance. This research applies the waterfall model to build a system with stages of analysis, design, implementation and testing. Analysis is carried out to find needs regarding the system being created. Meanwhile, the design consists of entity relationship diagrams and interface design. Next, the implementation stage was carried out at the Bandar Pasir Mandoge Village Head Office using 201 questionnaires. The aspects in this research consist of concern, physical service, responsiveness, physical reliability, and guarantee. System testing uses a black box to see the extent of the functionality of this system. Our findings are that improvements need to be made to guarantee services (communication, courtesy, communication and security). Apart from that, our system is also running well based on the results of black box testing. So this system can be used by the Bandar Pasir Mandoge Village Head's Office as a policy in making decisions to improve the performance of public services.

Full Text:

PDF

References

K. Effendi, “Tingkat Kepuasan Pasien Terhadap Pelayanan Kesehatan Di Uptd Puskesmas Mutiara Tahun 2019,” Excell. Midwifery J., vol. 3, no. 2, pp. 82–90, 2020, doi: 10.55541/emj.v3i2.127.

M. R. Manalu and R. Siringoringo, “Rancang Bangun Aplikasi untuk Analisis Tingkat Kepuasan Mahasiswa Terhadap Pelayanan Akademis AMIK Imelda Medan dengan Menggunakan Algoritma Servqual,” J. Tek. Inform. UNIKA St Thomas, vol. 5, no. 2, pp. 220–228, 2020.

Y. Handrianto and N. R. Latifa, “Analisis Pengaruh Kualitas Layanan Klaim Pada Aplikasi TOOS Terhadap Kepuasan Nasabah Menggunakan Metode Servqual,” vol. 5, no. 2, 2023.

L. K. Berutu and M. A. E. Nst, “Sistem Informasi Pelayanan Kesehatan di Puskesmas Belawan Menggunakan Metode Service Quality Berbasis Web,” InfoSys J., vol. 4, no. 2, pp. 158–168, 2020.

E. Widawati and Siswohadi, “Analisis Tentang Kepuasan Mahasiswa Terhadap Pelayanan Akademik Dan Pelayanan Administrasi,” J. Mitra Manaj., vol. 4, no. 10, pp. 1500–1513, 2020, doi: 10.52160/ejmm.v4i10.478.

Sambodo Rio Sasongko, “Faktor-Faktor Kepuasan Pelanggan Dan Loyalitas Pelanggan (Literature Review Manajemen Pemasaran),” J. Ilmu Manaj. Terap., vol. 3, no. 1, pp. 104–114, 2021, doi: 10.31933/jimt.v3i1.707.

D. Erlianti et al., “Kualitas Pelayanan Publik Kata Kunci,” J. Adm. Publik Bisnis, vol. 1, no. 1, pp. 9–18, 2019.

A. Kadir, “Peranan brainware dalam sistem informasi manajemen jurnal ekonomi dan manajemen sistem informasi,” Sist. Inf., vol. 1, no. September, pp. 60–69, 2018, doi: 10.31933/JEMSI.

H. A. Septilia, P. Parjito, and S. Styawati, “Sistem Pendukung Keputusan Pemberian Dana Bantuan Menggunakan Metode Ahp,” J. Teknol. dan Sist. Inf., vol. 1, no. 2, pp. 34–41, 2020, doi: 10.33365/jtsi.v1i2.369.

C. D. Rahayu and S. Mulyani, “Pengambilan Keputusan Klinis Perawat,” J. Ilm. Kesehat., pp. 1–11, 2020.

D. O. Wibowo and A. Thyo Priandika, “Sistem Pendukung Keputusan Pemilihan Gedung Pernikahan Pada Wilayah Bandar Lampung Menggunakan Metode TOPSIS,” J. Inform. dan Rekayasa Perangkat Lunak, vol. 2, no. 1, pp. 73–85, 2021.

G. Lestari and A. Savitri Puspaningrum, “Sistem Pendukung Keputusan Pemberian Tunjangan Karyawan Menggunakan Metode Analytical Hierarchy Process (Ahp) Studi Kasus: Pt Mutiara Ferindo Internusa,” J. Teknol. dan Sist. Inf., vol. 2, no. 3, pp. 38–48, 2021.

E. Mawartika, “Pengukuran Kepuasan Pelayanan Menggunakan Metode Servqual,” J. Ilm. Bin. STMIK Bina Nusant. Jaya Lubuklinggau, vol. 1, no. 2, pp. 73–79, 2019, doi: 10.52303/jb.v1i2.20.

A. E. Ratna Putri, W. Harianto, and A. Aziz, “Penilaian Kepuasan Pelanggan Terhadap Kualitas Layanan X Dengan Metode Servqual Dan Analytical Hierarchy Process (Ahp),” RAINSTEK J. Terap. Sains Teknol., vol. 2, no. 3, pp. 202–208, 2020, doi: 10.21067/jtst.v2i3.4762.

B. Irawan, E. D. Sitanggang, and S. Achmady, “Sistem pendukung keputusan tingkat kepuasan pasien terhadap mutu pelayanan rumah sakit berdasarkan metode servqual,” vol. 6, no. 1, 2021.

DOI: https://doi.org/10.32520/stmsi.v13i2.4002

Article Metrics

Abstract view : 69 times
PDF - 20 times

Refbacks

There are currently no refbacks.

This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.

Username
Password
Remember me