OPTIMIZING VILLAGE ADMINISTRATION SERVICES USING THESERVQUAL METHOD IN KLAMONO SORONG REGENCY

Abstract

Village administration services are one of the critical public services in meeting the
needs of society in Indonesia. However, these services often do not meet people's
expectations and needs. Various factors, including low quality of service, complicated
administrative processes, and lack of use of information technology in managerial
procedures cause this. This research aims to optimize the village service system,
focusing on improving the quality of services in rural communities. Service
Administration often experiences obstacles in providing effective and efficient public
services, mainly due to inadequate resources and infrastructure. This results in rural
communities being less satisfied and often experiencing difficulties accessing the
public services they need. The results of this research using the Servqual method using
five dimensions of service and five instrument criteria influence the village
administration services of Klamono District. Of the 14 instruments used, namely
communication skills, skills and abilities, services provided and information system
technology used by village officials in giving service. To optimize and streamline the
benefits expected by the community, a website was created to facilitate the Klamono
District village administration service system.