Kualitas Pelayanan Banyuwangi Smart Kampung Di Desa Genteng kulon Kabupaten Banyuwangi

Abstract

This study aims to describe the service quality of the Banyuwangi Smart Kampung program in Genteng Kulon Village, Banyuwangi Regency. The Banyuwangi Smart Kampung program is a digital-based public service innovation designed to improve the effectiveness and efficiency of village administrative services. However, its implementation remains challenging, particularly for elderly residents who experience difficulty accessing technology-based services. This study employed a descriptive method with a qualitative approach. Data were collected through observation, semi-structured interviews, and documentation. The research informants included the Head of the Genteng Kulon Village Service Section, village operators, and community users of the Banyuwangi Smart Kampung service. Data analysis was conducted using Vincent Gaspersz's (2002) theory of service quality. which encompasses timeliness of service, accuracy of service, politeness and friendliness, responsibility, completeness, ease of access to service, variety of service models, personal service, comfort, and supporting service attributes

The results indicate that the service quality of the Banyuwangi Smart Kampung program in Genteng Kulon Village has generally been good. The use of digital systems has accelerated the administrative service process, facilitated access to services, and increased the efficiency of village officials. Furthermore, service officers were deemed responsive, friendly, and responsible in serving the public. However, challenges remain, including low digital literacy among some residents, particularly the elderly, requiring assistance in accessing services. Therefore, increased outreach, support, and the development of simpler, more user-friendly systems are needed to ensure optimal access for all residents