Implementation of Public Service Quality in BPBD Surabaya City

Abstract

This study aims to analyze the implementation of public service quality at the Regional Disaster Management Agency (BPBD) of Surabaya City in the context of disaster education and outreach to the community. The analysis focuses on five dimensions of the SERVQUAL model—tangibles, reliability, responsiveness, assurance, and empathy—which serve as indicators for measuring the Community Satisfaction Index (IKM). A descriptive quantitative approach was employed, using questionnaires as the primary data collection method. The respondents comprised 100 residents of Surabaya who had participated in disaster awareness programs within the past three months. The findings reveal that all five dimensions of service quality were rated in the "excellent" category, with an overall IKM score of 99.5. Community members perceived the services provided by BPBD as meeting their expectations, particularly in terms of promptness, staff competence, and effective communication. These results indicate that the implementation of the SERVQUAL framework in disaster education has had a positive impact on community satisfaction. The study recommends expanding the outreach of disaster education programs and strengthening the public complaint system as key strategies for service improvement in the future.