Analisis Kualitas Layanan Terhadap Kepuasan Pengguna Aplikasi Pakagali Retribusi Sampah Kota Palu Dengan Pendekatan Servqual

The PAKAGALI application is an online waste retribution payment service
developed by the Environmental Agency of Palu City to support the digitalization
of public services. This study aims to analyze the service quality of the PAKAGALI
application based on the five SERVQUAL dimensions, namely tangible, reliability,
responsiveness, assurance, and empathy, and to determine the level of user
satisfaction. This study employed a descriptive quantitative approach using the
SERVQUAL method. Data were collected through questionnaires distributed to 100
PAKAGALI application users and analyzed using SPSS Statistics 25. The results
showed that all SERVQUAL dimensions had negative gap values, indicating that
the service quality has not fully met user expectations. The empathy dimension had
the largest gap value of -1.33. User satisfaction reached 67.08% and was
categorized as satisfied. These findings can be used as evaluation material to
improve the service quality of the PAKAGALI application in accordance with user
expectations.
Keywords: Service Quality, User Satisfaction, SERVQUAL, PAKAGALI, Waste
Retribution.