Analisis Kualitas Pelayanan Administrasi Pada Masyarakat Di Kantor Desa Undisan Kecamatan Tembuku Kabupaten Bangli

Abstract

This study aims to evaluate the quality of administrative services provided to the community at the Undisan Village Office, Tembuku District, Bangli Regency. The core issues addressed include discrepancies between the services delivered and public expectations, such as delayed service, lack of staff discipline, and unclear information. The research employs a descriptive qualitative approach with data collection techniques including observation, interviews, and documentation. The analysis is based on the Service Quality (SERVQUAL) theory developed by Parasuraman, Zeithaml, and Berry, which consists of five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. The findings indicate that the quality of administrative services at the Undisan Village Office remains suboptimal, as reflected in unmet completion deadlines, staff absenteeism during working hours, and inadequate service facilities. Supporting factors include staff motivation and supportive village policies, while the main inhibiting factors are limited human resources and physical infrastructure. Based on these findings, the study recommends improving staff discipline, conducting public service training, and enhancing service facilities and infrastructure.