Pengaruh Kualitas Pelayanan Publik terhadap Kepuasan Masyarakat di Kantor Kecamatan Tandes, Kota Surabaya

Didit Darmawan; Achmad In’amullah; Ahmad Yasfin Afiaturrohman; Elly Christanty Gautama

doi:10.59996/cendib.v4i1.1274

Authors

Didit Darmawan Universitas Sunan Giri Surabaya
Achmad In’amullah Universitas Sunan Giri Surabaya
Ahmad Yasfin Afiaturrohman Universitas Sunan Giri Surabaya
Elly Christanty Gautama Universitas Sunan Giri Surabaya

DOI:

https://doi.org/10.59996/cendib.v4i1.1274

Keywords:

Service Quality, Citizen Satisfaction, Public Services, SERVQUAL, Subdistrict

Abstract

Public services at the subdistrict level play an important role in building public trust in government, particularly amid growing demands for services that are fast, transparent, and responsive. The gap between public expectations and service experiences underscores the importance of evaluating service quality to support improvements in public administration. This study aims to analyze the effect of public service quality on citizen satisfaction at the Tandes Subdistrict Office in Surabaya City and to identify aspects of service delivery that require improvement. The study employed a quantitative approach with an associative research design, involving 100 service users as respondents. Data were collected through questionnaires and analyzed using simple linear regression, with reference to the SERVQUAL dimensions: tangibles, reliability, responsiveness, assurance, and empathy. The findings indicate that service quality has a positive and statistically significant effect on citizen satisfaction. Reliability received the highest rating, whereas empathy received the lowest. These findings highlight the importance of maintaining procedural consistency, improving responsiveness and individualized attention, providing clearer information, and enhancing the comfort of service facilities to support public service delivery that is responsive to citizens’ needs.

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