The Impact of Service Digitalization on Rural Community Satisfaction: A Comprehensive Analysis Based on the SERVQUAL Theory
DOI:
https://doi.org/10.65119/jspds.v3i1.60Keywords:
Public Service, Quality, SERVQUAL theory, DigitalizationAbstract
This study analyzes the quality of public services in Bendolo Village, Sawahan District, Nganjuk Regency, using the SERVQUAL framework. In the digitalization era, the village government seeks to improve service efficiency and effectiveness through information technology. This qualitative descriptive study collected data through interviews, observations, and documentation, analyzed using the Miles and Huberman model. The findings show that digital applications such as Sedudo have improved access to administrative services, including KTP, KK, and permits, by enabling faster and more convenient processes. Communities expressed satisfaction with service quality, particularly in responsiveness, reliability, and adequate facilities. However, challenges remain, including unstable internet networks and limited digital literacy among elderly residents. The study recommends improving digital literacy, employee responsiveness, and digital platforms to strengthen service quality. This research contributes to the development of digital-based village governance by demonstrating the role of technology and SERVQUAL in enhancing public service quality at the village level.
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