RELIABILITY AND VALIDITY TESTS TO SERVQUAL INSTRUMENTS FOR EVALUATING PUBLIC SERVICES PERFORMED BY TUNJUNGTIRTO VILLAGE GOVERNMENT OFFICE AT MALANG REGENCY, EAST JAVA, INDONESIA

Dayal  Gustopo; IB  Suardika; Addy  Utomo

Dayal Gustopo Industrial Engineering, National Institute of Technology Malang 3Civil Engineering, National Institute of Technology Malang
IB Suardika Industrial Engineering of Institut Teknologi Nasional Malang
Addy Utomo Civil Engineering, National Institute of Technology Malang

Keywords: Public service, Reliable, ServQual instruments, Valid

Abstract

The Ministry decree No.63/KEP/M.PAN/7/2003 of Republic of Indonesia gives liberty to local government over villages or urban districts to strive for creating excellent society services according to service standard and its basic principals of qualified service quality. The purpose of this research is determining reliability and validity of ServQual Instruments applied for measuring quality of public service performed by village (local) government office. This research reported the result from reliability and validity test on service quality instruments (ServQual), which eventually will be employed to evaluate the village or local government office when perform or carry out any governmental service throughout Indonesia. Result of these instruments’ test declares that ServQual instruments are reliable and valid to apply for measuring or evaluating any public services performed by the village (local) government office with few adjustments to several dimensional items.

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