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Analysis of Village Government Service Quality in Efforts to Improve Community Satisfaction

Economic Education Analysis Journal · Vol. 14 No. 3 (2025) · hlm. 349–355

DOI
10.15294/eeaj.v14i3.28679
ISSN
2502-356X, 2252-6544
Terbit
2025-10-31
Penerbit
Universitas Negeri Semarang
Bahasa
eng

Abstrak

This study is motivated by the unsatisfactory quality of public services provided by the village government, which is perceived as lacking in promptness and responsiveness. Additionally, there is limited availability of information regarding the requirements and procedures for managing population-related documents. This research adopts a descriptive qualitative approach. The focus of the study is the quality of public services in Tutup Village, Tunjungan Sub-district, Blora Regency, particularly in efforts to improve community satisfaction. Data were collected through interviews, documentation, and observation. To assess service quality, five dimensions were employed: (1) Tangible, referring to the condition of infrastructure and room comfort; (2) Reliability, related to staff competence and service appropriateness; (3) Responsiveness, covering service duration and operating hours; (4) Empathy, which includes the provision of solutions and the level of public education and outreach; and (5) Assurance, referring to staff friendliness and service costs. The findings indicate that the quality of services provided by the government of Tutup Village has been implemented adequately. However, improvements in supporting facilities and infrastructure are still needed to optimize the outcomes of the services delivered to the community.

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Sumber metadata: OAI-PMH (metadata jurnal) https://journal.unnes.ac.id/journals/eeaj/oai, pertama di-harvest 5 Nov 2026, terakhir terlihat 8 Nov 2026.
Metadata asli (oai_dc) 
<oai_dc:dc xmlns="http://www.openarchives.org/OAI/2.0/" xmlns:dc="http://purl.org/dc/elements/1.1/" xmlns:oai_dc="http://www.openarchives.org/OAI/2.0/oai_dc/" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xsi:schemaLocation="http://www.openarchives.org/OAI/2.0/oai_dc/  http://www.openarchives.org/OAI/2.0/oai_dc.xsd">
	<dc:title xml:lang="en">Analysis of Village Government Service Quality in Efforts to Improve Community Satisfaction</dc:title>
	<dc:creator xml:lang="en">Mulyaningsih, Aprilia Sri </dc:creator>
	<dc:creator xml:lang="en">Rahmaningtyas, Wisudani </dc:creator>
	<dc:subject xml:lang="en">Community Satisfaction</dc:subject>
	<dc:subject xml:lang="en">Public Service Quality</dc:subject>
	<dc:subject xml:lang="en">Service Delivery</dc:subject>
	<dc:subject xml:lang="en">Tutup Village</dc:subject>
	<dc:subject xml:lang="en">Village Governance</dc:subject>
	<dc:description xml:lang="en">This study is motivated by the unsatisfactory quality of public services provided by the village government, which is perceived as lacking in promptness and responsiveness. Additionally, there is limited availability of information regarding the requirements and procedures for managing population-related documents. This research adopts a descriptive qualitative approach. The focus of the study is the quality of public services in Tutup Village, Tunjungan Sub-district, Blora Regency, particularly in efforts to improve community satisfaction. Data were collected through interviews, documentation, and observation. To assess service quality, five dimensions were employed: (1) Tangible, referring to the condition of infrastructure and room comfort; (2) Reliability, related to staff competence and service appropriateness; (3) Responsiveness, covering service duration and operating hours; (4) Empathy, which includes the provision of solutions and the level of public education and outreach; and (5) Assurance, referring to staff friendliness and service costs. The findings indicate that the quality of services provided by the government of Tutup Village has been implemented adequately. However, improvements in supporting facilities and infrastructure are still needed to optimize the outcomes of the services delivered to the community.</dc:description>
	<dc:publisher xml:lang="en">Universitas Negeri Semarang</dc:publisher>
	<dc:date>2025-10-31</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/eeaj/article/view/28679</dc:identifier>
	<dc:identifier>10.15294/eeaj.v14i3.28679</dc:identifier>
	<dc:source xml:lang="en">Economic Education Analysis Journal; Vol. 14 No. 3 (2025): Economic Education Analysis Journal; 349-355</dc:source>
	<dc:source>2502-356X</dc:source>
	<dc:source>2252-6544</dc:source>
	<dc:source>10.15294/eeaj.v14i3</dc:source>
	<dc:language>eng</dc:language>
	<dc:relation>https://journal.unnes.ac.id/journals/eeaj/article/view/28679/6784</dc:relation>
	<dc:rights xml:lang="en">Copyright (c) 2025 Economic Education Analysis Journal</dc:rights>
</oai_dc:dc>