Aug 2026· PESHUM : Jurnal Pendidikan, Sosial dan Humaniora· Vol 5, pp. 14764-14778· 0 citations· 27 references
Abstract
Manyar Subdistrict is one of the most densely populated areas in Gresik Regency, creating high demand for population administration services. However, service management remains suboptimal, as indicated by the inactive official website and public complaints regarding staff friendliness. This study aims to analyze the quality of population administration services based on community satisfaction using the Service Quality and Importance Performance Analysis (IPA) methods. A descriptive quantitative approach was employed with 100 respondents selected through purposive sampling. Data were collected using a questionnaire consisting of 25 service attributes representing the five dimensions of service quality. The results indicate that service performance has not fully met community expectations, reflected in an average gap value of −0.18 and a conformity level (TKi) of 95%. The Wilcoxon Signed Ranks Test revealed a significant difference between community perceptions and expectations (Z = −4.458; p = 0.000). IPA results identified seven service attributes in Quadrant I as priority areas for improvement. Therefore, improvements should focus on waiting room facilities, digital service information systems, and staff competency development to enhance service quality and community satisfaction.
The service managed by Institution X in West Java Province is a public service that requires continuous improvement in service quality, including the identification of priority aspects that need to be improved. Previous issues included long waiting times, limited system access, technical disruptions, and insufficient s...
Rekomendasi Peningkatan, Kualitas Layanan, Publik di et al.· Journal of Science, Technolo...· 0 citations
This study aims to analyze the quality of online-based services in the issuance of yellow cards and their effect on public satisfaction at the Office of Cooperatives, MSMEs, Transmigration, and Manpower of Rokan Hulu Regency. The study employed a quantitative approach using a survey method through questionnaires distri...
This study aims to analyze the influence of the public service system at Tambaksumur Village Hall on community satisfaction. The background of this research emphasizes the importance of public services as mechanisms to fulfill citizens’ needs, requiring speed, accuracy, transparency, and hospitality from village offici...
D. Aini, Menur Kusumaningtyas· JURNAL RISET RUMPUN ILMU EKO...· 0 citations
Public satisfaction with civil registration services depends greatly on administrative efficiency and service quality, particularly in processing essential documents such as birth certificates that provide legal identity and access to public services. This study examines the influence of administrative procedures and s...
This study aims to determine the influence of service quality and employee discipline on public satisfaction at the Kepudibener Village Office, Turi District, Lamongan Regency, both partially and simultaneously. The study employs a quantitative approach with a causal design. The population consists of 881 households, w...
Abdul Rozaq, R. Wibowo, R. Rosiawan· Best Journal of Administrati...· 0 citations
This study aims to analyze service quality and its relationship with student satisfaction in the Department of Business Administration, Business Management Study Program, Manado State Polytechnic, using the Service Quality (SERVQUAL) approach. A quantitative descriptive-survey design was employed. Data were collected t...
Christiani Militia Wangko, J. Makapedua, Nisba Silvana et al.· Lokawati : Jurnal Penelitian...· 0 citations
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