Service Quality Evaluation of the Agricultural Service Veterinary Center Based on SERVQUAL Dimensions

Evaluasi Kualitas Pelayanan Puskeswan Dinas Pertanian Berdasarkan Metode SERVQUAL

Authors

  • Deven Marsel Putri universitas muhammadiyah sidoarjo
  • Atikha Sidhi Cahyana universitas muhammadiyah sidoarjo

DOI:

https://doi.org/10.21070/pels.v10i1.3085

Keywords:

Servqual, Service Quality, Puskeswan, Service Evaluation

Abstract

General Background The Agricultural Service Veterinary Center functions as a public service unit providing animal healthcare for livestock and companion animals. Specific Background Delivering optimal service quality is essential to improving customer satisfaction and strengthening public trust in government institutions. Knowledge Gap Existing service evaluations reveal negative gap scores across several performance indicators, indicating that current offerings have not fully met customer expectations. Aims This study evaluates service quality based on the five dimensions of the SERVQUAL model—tangibles, reliability, responsiveness, assurance, and empathy. Results The analysis yields an average gap score of -0.229, with responsiveness regarding rapid animal handling exhibiting the most negative gap at -0.5000. Novelty This work implements a structured SERVQUAL perception-expectation gap framework tailored specifically for municipal veterinary public service centers. Implications Continuous service quality improvements targeting major gaps, facility comfort, and personnel responsiveness are required to achieve optimal customer satisfaction.

DOCX+ 4

KEY FINDINGS HIGHLIGHTS

  1. The overall SERVQUAL evaluation records a negative average gap score of -0.229, demonstrating that services have not completely met expectations.

    DOCX

  2. The indicator for personnel responsiveness during animal handling exhibits the largest negative gap score at -0.5000.

    DOCX

  3. The scheduling compliance indicator achieves a positive gap score of 0.0333, indicating that punctuality successfully meets or slightly exceeds customer expectations.

    Keywords Servqual, Service Quality, Puskeswan, Service Evaluation

Downloads

Download data is not yet available.

References

Sinollah and Masruro, "Dalam Membentuk Kepuasan Pelanggan Sehingga Tercipta Loyalitas Pelanggan (Studi Kasus pada Toko Mayang Collection cabang Kepanjen)," J. Dialekt., vol. 4, no. 1, pp. 45–64, 2019.

Basruddin, Djalante, Andi, and Asniwati, "Pengaruh Kualitas Pelayanan, Pendidikan dan Karakteristik Individu Petugas Paramedik Terhadap Kepuasaan Masyarakat Pada UPTD Puskeswan," Basruddin, vol. 1, no. 1, pp. 40–54, 2022. [Online]. Available: https://e-jurnal.nobel.ac.id/index.php/tmj/article/view/3257

W. Syafitri, R. Prafitri, and H. D. Utami, "Evaluasi Kualitas Pelayanan dan Dampaknya terhadap Kepuasan Pelanggan di Klinik Hewan Program Magister Peternakan Fakultas Peternakan Universitas Brawijaya," J. Publ. Manaj. Inform., vol. 4, no. 2, pp. 171–189, 2025.

Y. Widayati, R. D. Indrawan, and U. D. Syafitri, "Service Quality Analysis of Animal Health Centers in West Java Province with the SERVQUAL Method," Int. J. Res. Rev., vol. 10, no. 4, pp. 409–418, 2023, doi: 10.52403/ijrr.20230449.

Kemenkeu RI, "Analisis Kualitas Layanan terhadap Minat Kunjungan pada Puskeswan Kabupaten Tulungagung," Nucl. Phys., vol. 13, no. 1, pp. 104–116, 2026.

Nur, F. Sirajuddin, N. F. Istiqamah, H. M. Rachman, and S. Dwi, "SERVQUAL Outpatient Service Quality and Patient Satisfaction: Policy Implications at Puskesmas Kabanjahe," vol. 6, no. 1, pp. 1–9, 2026.

D. Ekowati and A. F. Rahman, "Analisis Pengukuran Kualitas Pelayanan Konsumen Dengan Metode Servqual," Kaji. Ekon. dan Bisnis, vol. 16, no. 2, pp. 147–160, 2021, doi: 10.51277/keb.v16i2.99.

B. Indrawati, "Budi Indrawati (2022) Rumus Panjang Kls Interval," J. Ilm. Bakti Farm., vol. 7, no. 1, pp. 45–52, 2022.

H. M. P. Simarmata and P. P. Simarmata, "Peningkatan Kepuasan Konsumen dengan Model SERVQUAL," Cemerlang J. Manaj. dan Ekon. Bisnis, vol. 2, no. 3, pp. 01–14, 2022, doi: 10.55606/cemerlang.v2i3.222.

T. I. Gerson, L. O. A. Safar, and D. S. Utomo, "Analisis Kualitas Pelayanan dengan Metode Servqual (Service Quality) dan IPA (Importance Performance Analysis)," J. Tek. Ind. Terintegrasi, vol. 8, no. 2, pp. 2104–2111, 2025, doi: 10.31004/jutin.v8i2.45130.

R. Rizaldi et al., "Uji Validitas dan Reliabilitas Instrumen Pengukuran Kepuasan Pelayanan Manajemen Berbasis Model Servqual," pp. 6869–6876, 2025.

R. Al Hakim, I. Mustika, and W. Yuliani, "Validitas Dan Reliabilitas Angket Motivasi Berprestasi," FOKUS (Kajian Bimbing. Konseling dalam Pendidikan), vol. 4, no. 4, p. 263, 2021, doi: 10.22460/fokus.v4i4.7249.

D. F. Hidayat, L. Ode, A. Safar, and L. D. Fathimahhayati, "Analisis Kualitas Pelayanan Menggunakan Metode Servqual Dan Importance Performance Analysis (IPA) (Studi Kasus: PDAM Tirta Tuah Benua Kutai Timur)," vol. 9, no. 1, pp. 167–176, 2023.

Ramdani, "Analisis Kualitas Pelayanan Terhadap Kepuasan Pada Cafe Thsub Melalui Pendekatan Service Quality," J. Mhs. Teh. Ind., vol. 1, no. 1, pp. 70–76, 2023.

S. D. Noraga and Gilang, "Analisis Kualitas Pelayanan Dengan Menggunakan Metode Servqual (Studi Kasus Internet Service Provider PT Giandra Saka Media)," vol. 5, 2024.

Downloads

Published

2026-10-12

How to Cite

[1]
D. M. Putri and A. S. Cahyana, “Service Quality Evaluation of the Agricultural Service Veterinary Center Based on SERVQUAL Dimensions: Evaluasi Kualitas Pelayanan Puskeswan Dinas Pertanian Berdasarkan Metode SERVQUAL ”, PELS, vol. 10, no. 1, pp. 358–365, Oct. 2026.

Issue

Vol. 10 No. 1 (2026): Proceedings of the 9th Seminar Nasional Sains 2026

Section

Industrial Engineering

Categories

License

Copyright (c) 2026 Deven Marsel Putri, Atikha Sidhi Cahyana

Creative Commons License

This work is licensed under a Creative Commons Attribution 4.0 International License.

Most read articles by the same author(s)

1 2 > >>