ANALYSIS OF PUBLIC SERVICE QUALITY AT UPT MUSEUM KOTA MAKASSAR BASED ON SERVQUAL DIMENSIONS

Abstract

Public service quality is an important aspect of service delivery oriented toward community satisfaction. As a public institution in the cultural sector, UPT Museum Kota Makassar provides information, education, and cultural preservation services to the community. This study aims to measure community satisfaction and analyze the quality of public services at UPT Museum Kota Makassar using the Community Satisfaction Survey (CSS) and the SERVQUAL framework. A descriptive quantitative approach was employed involving 381 service users. The instrument referred to the nine CSS elements stipulated in the Regulation of the Minister of Administrative and Bureaucratic Reform of the Republic of Indonesia Number 14 of 2017, and the results were subsequently mapped into the five SERVQUAL dimensions. The Community Satisfaction Index (CSI) reached 91.20, corresponding to Service Quality Category A (Excellent). SERVQUAL analysis showed that empathy achieved the highest score (3.748), followed by assurance (3.703), responsiveness (3.638), tangibles (3.622), and reliability (3.591). These findings indicate that the main strengths of the service lie in staff behavior and competence, while reliability related to service requirements, procedures, timeliness, and service-product conformity, as well as the development of supporting facilities, still requires relatively greater attention. Thus, the high CSI score not only reflects community satisfaction but also identifies the service-quality dimensions that constitute the museum’s strengths and areas for improvement.