Service Quality Evaluation: The Empathy Gap in Ngampelsari Village Administration
Evaluasi Kualitas Layanan: Kesenjangan Empati dalam Administrasi Desa Ngampelsari
DOI:
https://doi.org/10.21070/ijppr.v26i2.1446Keywords:
Service Quality, Empathy, Population Administration, Servqual, Ngampelsari VillageAbstract
General Background: High-quality public services, especially in population administration at the village level, are central to the success of local governance. Specific Background: Despite their critical role, population administration services often face challenges related to resource limitations and procedural compliance, making continuous quality evaluation necessary. Knowledge Gap: Prior studies show inconsistent service quality, and there is a need for a specific, comprehensive assessment of service delivery at the Ngampelsari Village Government. Aims: This research aims to describe and analyze the quality of population administration services using the five Servqual dimensions, and to identify the primary supporting and inhibiting factors. Results: Findings indicate that four dimensions—Tangibles, Reliability, Responsiveness, and Assurance—are optimal. However, the Empathy dimension is less than optimal, primarily due to a lack of awareness among service officers. Inhibiting factors include limited human resources and inadequate network infrastructure. Novelty: This study offers a Servqual-based diagnostic tool applied specifically to a village-level administrative service, highlighting the critical role of human factor awareness over mere procedural compliance. Implications: The results urge the village government to prioritize targeted soft skills training to enhance officer empathy and mitigate the human resource gap.
Highlights
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Four out of five Servqual dimensions (Tangibles, Reliability, Responsiveness, and Assurance) are considered optimal.
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The Empathy dimension is the primary quality gap due to low awareness among service officers.
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Service barriers include limited human resources and inadequate network infrastructure.
Keywords: Service Quality, Empathy, Population Administration, Servqual, Ngampelsari Village
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