Abstrak— Adanya permasalahan yang dihadapai masyarakat adalah masyarakat tidak bisa memberikan penilaian kepuasan terhadap pengurusan izin uasaha mikro dan kecil, hal ini membuat pegawai tidak bias mengukur kepuasan masyarakat untuk meningkatkan kualitas pelayanan di kantor camat. Dalam mengambil keputusan diperlukan sebuah sistem yang dapat menentukan tingkat kepuasan masyarakat berdasarkan kriteria yang ditentukan oleh pengguna. Penerapan Metode Servqual Dalam Menentukan Tingkat Kepuasan Masyarakat Terhadap Pelayanan Pengurusan Surat Izin Usaha Mikro Dan Kecil Pada Kantor Camat Dolat Rayat Kabupaten Karo. Metode Servqual adalah suatu kuesioner yang dapat mengukur kualitas jasa. Metode ini digunakan untuk mengukur kualitas layanan dari atribut masing-masing dimensi, sehingga akan diperoleh nilai gap (kesenjangan) yang merupakan selisih antara persepsi konsumen terhadap layanan yang diterima. Metode Servqual memiliki dua perspektif internal dan perspektif eksternal. Perspektif internal didefenisikan dengan bebas kesalahan (zero defect) sedangkan perspektif eksternal digunakan untuk memahami apa yang diharapkan konsumen, dirasakan konsumen dan kepuasan konsumen.Kata kunci: Pelayanan, Kepuasan Masyarakat, Penilaian, Metode Servqual Abstract— There is a problem faced by the community is that the community cannot provide an assessment of satisfaction with the management of micro and small business permits, this makes employees not biased to measure community satisfaction to improve service quality in the camat office. In making decisions, we need a system that can determine the level of community satisfaction based on criteria determined by the user. Application of the Servqual Method in Determining the Level of Community Satisfaction with Services for Managing Micro and Small Business Licenses at the Sub-District Office of Dolat Rayat, Karo Regency. The Servqual method is a questionnaire that can measure service quality. This method is used to measure the service quality of the attributes of each dimension, so that a gap value is obtained which is the difference between consumer perceptions of the services received. The Servqual method has two internal perspectives and an external perspective. The internal perspective is defined as being free of errors (zero defect), while the external perspective is used to understand what consumers expect, feel and customer satisfaction.Keywords: Service, Community Satisfaction, Assessment, Servqual Method
The problem faced by the community is the lack of response from the camat office employees in serving people who want to apply for business permits, this makes the quality of service at the camat office becomes inefficient. people who still do not understand in completing the required documents in processing permits, therefore the duty of the employees is to help complaints from the community so that the problems they face can be resolved quickly. Applications can be implemented using the website so that visitors are easier to provide an assessment, wherever the visitor is.
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