SERVQUAL–QFD-Based Service Improvement Framework for Smart Public Service Implementation in Subdistrict Administrative Services

Muhamad Engkos Kosim; Nida An Khofiyah; Rini Siskayanti; Cipto Purwanto; Tina Supriyatin

doi:10.59976/jurit.v4i2.380

Authors

Muhamad Engkos Kosim Universitas Pelita Bangsa
Nida An Khofiyah Universitas Pelita Bangsa
Rini Siskayanti Universitas Pelita Bangsa
Cipto Purwanto Universitas Pelita Bangsa
Tina Supriyatin Universitas Pelita Bangsa

DOI:

https://doi.org/10.59976/jurit.v4i2.380

Abstract

Public administrative services at the subdistrict level require continuous evaluation to ensure service delivery meets community expectations. This study evaluated administrative service quality at the Conggeang Subdistrict Office, identified critical service gaps, and translated citizen requirements into technical improvement priorities to support Smart Public Service development. A quantitative cross-sectional survey was conducted with 104 residents who had used administrative services at the subdistrict office. Data were collected using a questionnaire containing 16 attributes across five SERVQUAL dimensions: tangibles, reliability, responsiveness, assurance, and empathy. Instrument testing demonstrated strong internal consistency, with Cronbach's Alpha values of 0.900 for expectation, 0.934 for perception, and 0.885 for importance. SERVQUAL analysis revealed that 14 of the 16 attributes yielded negative gap scores. The largest negative gaps occurred in facility cleanliness and comfort (−0.16), digital information media availability (−0.14), fair and non-discriminatory service (−0.13), and service completion timeframe (−0.12). Quality Function Deployment (QFD) was then applied to map customer requirements into technical responses via the House of Quality. The Technical Matrix identified three primary priorities: consistent implementation of service SOPs (8.43%), establishment of clear completion-time standards (8.04%), and optimization of digital information media (7.65%). These priorities offer practical guidelines for service enhancement prior to full pilot implementation.

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