The Influence of Village Administrative Service Quality on Community Satisfaction in Sabungan Village, Sungai Kanan District, South Labuhan Batu Regency

Siti Muharram Ritonga, Amir Makhmud Zain Nasution, Ilfi Rahmi Putri, Hablil Ikhwana

Abstract


The quality of village administrative services is a key factor in building community satisfaction and trust. Ideal public service requires a process that is fast, accurate, friendly, and compliant with procedures. However, its implementation is often constrained by slow processes, sub-optimal information delivery, and limited supporting facilities. This study aims to determine the service quality of village staff, measure the level of community satisfaction, and analyze the influence of service quality on community satisfaction at the Sabungan Village Office. This study employs a quantitative method with a survey approach. The sample consists of 100 respondents from Sabungan Village selected using purposive sampling. Data collection was carried out through questionnaires, observation, and documentation. The service quality variable was measured using five SERVQUAL dimensions (tangibles, reliability, responsiveness, assurance, and empathy), while community satisfaction was measured based on service procedures, requirements, staff discipline, responsibility, staff competence, fairness, and cost certainty. Data were analyzed using SPSS software through validity tests, reliability tests, and hypothesis testing.


Keywords


Service Quality, Community Satisfaction, Public Service, Village Administration

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DOI: https://doi.org/10.5281/zenodo.23695221

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ISSN : 3025-6704