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Strategic Enhancement of Integrated Police Service Center (SPKT) Quality Based on SERVQUAL Gap Analysis to Achieve Excellent Public Service

Educational Management · Vol. 15 No. 1 (2026) · hlm. 12–19

DOI
10.15294/eduman.v15i1.35819
ISSN
2502-454X, 2252-7001
Terbit
2026-03-03
Penerbit
Universitas Negeri Semarang
Bahasa
eng

Abstrak

This study aims to develop a strategic model to improve the quality of services at the Integrated Police Service Center (SPKT) by applying the SERVQUAL gap analysis framework. In the context of public service reform and digital transformation, SPKT plays a crucial role as the frontline of police services, directly influencing public trust and satisfaction. However, various reports and surveys indicate persistent gaps between public expectations and the actual performance of SPKT, particularly in dimensions such as responsiveness, empathy, and procedural clarity. Using a mixed-methods approach, this research combines quantitative analysis of service quality gaps across the five SERVQUAL dimensions tangibles, reliability, responsiveness, assurance, and empathy with qualitative validation through interviews and focus group discussions. The study was conducted at the Grobogan Police Department, involving community members as service users and key stakeholders as informants. Findings reveal significant negative gaps in several service dimensions, indicating areas where public expectations exceed perceived service delivery. Responsiveness and assurance emerged as the most critical dimensions requiring improvement. Furthermore, the study highlights the limited integration of digital service platforms with human-centered service quality, emphasizing the need for a balanced approach that combines technological innovation with empathetic, transparent, and reliable human interaction. The research contributes theoretically by expanding the application of SERVQUAL in the context of police services in Indonesia, an area that remains underexplored. Practically, it offers a validated strategic model tailored to the operational realities of SPKT, providing actionable recommendations for service enhancement. The model emphasizes continuous training, stakeholder engagement, and the integration of ethical values and digital tools to support sustainable public service excellence.

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  • Universitas Media Nusantara Citra
  • State University of Semarang
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Tri Joko RaharjoAfiliasi tidak diketahui5
Suwito Eko PramonoAfiliasi tidak diketahui5
Tri Joko RaharjoAfiliasi tidak diketahui5
Widiyanto WidiyantoAfiliasi tidak diketahui4
Noor HudallahAfiliasi tidak diketahui3
Sucihatiningsih Dian Wisika PrajantiState University of Semarang2
Nina OktarinaAfiliasi tidak diketahui2
Agus WahyudinAfiliasi tidak diketahui2
Sugiyo SugiyoAfiliasi tidak diketahui2
Titi PrihatinAfiliasi tidak diketahui2
Muhammad KhafidAfiliasi tidak diketahui2
Kardoyo KardoyoAfiliasi tidak diketahui2
I Gusti Ayu Agung Aristi PutriUniversitas Media Nusantara Citra1
Ananda Fiky Dibanu KhaerUniversitas Media Nusantara Citra1
Harianingsih HarianingsihAfiliasi tidak diketahui1
Didik WiyonoAfiliasi tidak diketahui1
Muhammad MiftahAfiliasi tidak diketahui1
Angga Pandu WijayaAfiliasi tidak diketahui1
Margareta RahayuningsihAfiliasi tidak diketahui1
S MartonoAfiliasi tidak diketahui1
Soesanto SoesantoAfiliasi tidak diketahui1
Agnees Dyah RachmawatieAfiliasi tidak diketahui1
Siti Fiki IkmahAfiliasi tidak diketahui1
Yeri SutopoAfiliasi tidak diketahui1
Edi YuliantoAfiliasi tidak diketahui1
Fitri NurjannahAfiliasi tidak diketahui1
Aprilia SusantiAfiliasi tidak diketahui1
WasinoAfiliasi tidak diketahui1
Suwito Eko ParmonoAfiliasi tidak diketahui1
Fathur RokhmanState University of Semarang1
WidiyantoAfiliasi tidak diketahui1
Abdul MuklisAfiliasi tidak diketahui1
Nurlaily MauludiyahAfiliasi tidak diketahui1
Murwatiningsih MurwatiningsihAfiliasi tidak diketahui1
Yan Septio Bintoro AndaniAfiliasi tidak diketahui1
Siti HandayaniAfiliasi tidak diketahui1
Fakhruddin FakhruddinAfiliasi tidak diketahui1
Yongky Defridus HaekaseAfiliasi tidak diketahui1

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Sumber metadata: OAI-PMH (metadata jurnal) https://journal.unnes.ac.id/journals/eduman/oai, pertama di-harvest 5 Nov 2026, terakhir terlihat 5 Nov 2026.
Metadata asli (oai_dc) 
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	<dc:title xml:lang="en">Strategic Enhancement of Integrated Police Service Center (SPKT) Quality Based on SERVQUAL Gap Analysis to Achieve Excellent Public Service</dc:title>
	<dc:creator xml:lang="en">Prasetyo, Gatot Hadi </dc:creator>
	<dc:creator xml:lang="en">Yulianto, Arief</dc:creator>
	<dc:subject xml:lang="en">Public Service</dc:subject>
	<dc:subject xml:lang="en">SERVQUAL</dc:subject>
	<dc:subject xml:lang="en">Service Quality</dc:subject>
	<dc:subject xml:lang="en">Police Service Center</dc:subject>
	<dc:description xml:lang="en">This study aims to develop a strategic model to improve the quality of services at the Integrated Police Service Center (SPKT) by applying the SERVQUAL gap analysis framework. In the context of public service reform and digital transformation, SPKT plays a crucial role as the frontline of police services, directly influencing public trust and satisfaction. However, various reports and surveys indicate persistent gaps between public expectations and the actual performance of SPKT, particularly in dimensions such as responsiveness, empathy, and procedural clarity. Using a mixed-methods approach, this research combines quantitative analysis of service quality gaps across the five SERVQUAL dimensions tangibles, reliability, responsiveness, assurance, and empathy with qualitative validation through interviews and focus group discussions. The study was conducted at the Grobogan Police Department, involving community members as service users and key stakeholders as informants. Findings reveal significant negative gaps in several service dimensions, indicating areas where public expectations exceed perceived service delivery. Responsiveness and assurance emerged as the most critical dimensions requiring improvement. Furthermore, the study highlights the limited integration of digital service platforms with human-centered service quality, emphasizing the need for a balanced approach that combines technological innovation with empathetic, transparent, and reliable human interaction. The research contributes theoretically by expanding the application of SERVQUAL in the context of police services in Indonesia, an area that remains underexplored. Practically, it offers a validated strategic model tailored to the operational realities of SPKT, providing actionable recommendations for service enhancement. The model emphasizes continuous training, stakeholder engagement, and the integration of ethical values and digital tools to support sustainable public service excellence.</dc:description>
	<dc:publisher xml:lang="en">Universitas Negeri Semarang</dc:publisher>
	<dc:date>2026-03-03</dc:date>
	<dc:type>info:eu-repo/semantics/article</dc:type>
	<dc:type>info:eu-repo/semantics/publishedVersion</dc:type>
	<dc:type xml:lang="en">Peer-reviewed Article</dc:type>
	<dc:format>application/pdf</dc:format>
	<dc:identifier>https://journal.unnes.ac.id/journals/eduman/article/view/35819</dc:identifier>
	<dc:identifier>10.15294/eduman.v15i1.35819</dc:identifier>
	<dc:source xml:lang="en">Educational Management; Vol. 15 No. 1 (2026): Regular Issue; 12 - 19</dc:source>
	<dc:source>2502-454X</dc:source>
	<dc:source>2252-7001</dc:source>
	<dc:source>10.15294/eduman.v15i1</dc:source>
	<dc:language>eng</dc:language>
	<dc:relation>https://journal.unnes.ac.id/journals/eduman/article/view/35819/8392</dc:relation>
	<dc:rights xml:lang="en">Copyright (c) 2026 Educational Management</dc:rights>
</oai_dc:dc>