Service Quality Analysis Using Servqual And Importance Performance Analysis (Ipa) Methods (Case Study Of Sidomulya Village, Astanapura District)

Every village government agency needs maximum service so that public trust in village government increases. However, at the Sidomulya village office, Astanajapura District, it still has difficulties in measuring the quality of its services and there is no system that supports taking decisions to improve the quality of its services. One of the methods used to measure the level of service satisfaction is Servqual (Service Quality) so that it can obtain a gap between the perception and expectations of the community, then by using the science method the village government can determine which is more of a priority to improve the quality of service. The results of the research were carried out by distributing questionnaires to the community in Sidomulya Village involving 30 respondents. The results of the analysis showed that there were negative gaps in all dimensions of service quality, namely Tangibles (-0.39), Reliability (-0.97), Responsiveness (-0.53), Assurance (-0.40), and Emphaty (-0.20). The average overall gap was -0.83, indicating that the services provided have not met the expectations of the community. And the results of the Importance-Performance Analysis show that what must be the main priority in improving services is at points P1 and P9 because they are in quadrant A, showing that public expectations are high but performance is still low.