Analisis Pelayanan Administrasi Pemerintahan Desa di Desa Sajang, Kecamatan Sembalun, Kabupaten Lombok Timur

Abstract

This study aims to analyze the quality of village government administrative services in Sajang Village, Sembalun District, East Lombok Regency. Administrative services are one of the main functions of village government in providing public services to the community. High-quality services are expected to increase public satisfaction and trust in village government. This research employed a quantitative descriptive approach using a survey method. The research sample consisted of 80 respondents who were users of village administrative services, selected through purposive sampling. The research instrument was a questionnaire based on five dimensions of service quality, namely tangibles, reliability, responsiveness, assurance, and empathy. Data analysis was conducted using descriptive statistics by calculating percentages and mean scores.
The results indicate that the quality of village administrative services in Sajang Village is generally in the good category. The empathy and responsiveness dimensions received the highest scores, indicating that the friendliness, personal attention, and promptness of the staff are the main strengths of the services. Meanwhile, the tangibles dimension obtained the lowest score, particularly related to limited facilities and the use of information technology. This study concludes that village administrative services have been implemented effectively; however, improvements in facilities and staff competence are still needed to achieve more optimal public services.