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This is a Quantitative Study study.

October 15, 2025Indonesian Journal of Public Policy Review

Service Quality Evaluation: The Empathy Gap in Ngampelsari Village Administration

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Authors

DADian AnggraeniDiponegoro University LMLailu MursyidahUniversitas Muhammadiyah Sidoarjo

Discussion

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Implication

Analysis identifies empathy as a key gap in population administration services, suggesting targeted improvements in soft skills for better service quality.

Key Points

The empathy dimension of service quality is significantly lacking among service officers, indicating a crucial gap that needs addressing.
A robust evaluation using the Servqual model reveals optimal results in four dimensions but highlights the empathy shortfall due to low officer awareness.
Limited human resources and inadequate network infrastructure are major barriers affecting the quality of population administration services in the village.
Findings advocate for tailored soft skills training to enhance officer empathy and improve overall service delivery in Ngampelsari Village.

Cite This Study

Anggraeni et al. (2025) studied this question.

synapsesocial.com/papers/68ef858cc6a308ba06355547 https://doi.org/10.21070/ijppr.v26i2.1446

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Implication

Analysis identifies empathy as a key gap in population administration services, suggesting targeted improvements in soft skills for better service quality.

Service Quality Evaluation: The Empathy Gap in Ngampelsari Village Administration

Discussion

Member takes

Implication

Key Points

Cite This Study

Service Quality Evaluation: The Empathy Gap in Ngampelsari Village Administration

Discussion

Member takes

Implication

Key Points

Cite This Study

Also Consider

Also Consider