The Influence of SERVQUAL Dimensions on Public Satisfaction among Users of the Banda Aceh Public Service Mall

Abstract

This study aims to analyze the influence of the five SERVQUAL dimensions — tangibles, reliability, responsiveness, assurance, and empathy — on community satisfaction among users of the Public Service Mall (MPP) of Banda Aceh City, Aceh Province, Indonesia. Employing a descriptive quantitative approach with multiple linear regression analysis, data were collected from January to March 2026 through structured questionnaires distributed to 101 respondents selected using accidental sampling. The results indicate that simultaneously, all five SERVQUAL dimensions significantly influence community satisfaction (H6 supported). However, partially, only the Responsiveness (B = 0.245; Sig. = 0.012) and Assurance (B = 0.725; Sig. = 0.000) dimensions demonstrated significant effects, with Assurance emerging as the most dominant variable. Meanwhile, the Tangibles, Reliability, and Empathy dimensions did not show significant partial effects, a finding contextually explained by the respondent profile dominated by young adults aged 17–25 years (69.6%) and students (51%) who prioritize service efficiency and certainty over physical comfort or emotional approaches. The coefficient of determination (R²) value of 0.847 indicates that 84.7% of the variation in community satisfaction is explained by the five SERVQUAL dimensions. These findings confirm that efforts to improve community satisfaction at the Banda Aceh City MPP should be focused on strengthening the Assurance and Responsiveness dimensions, while contributing empirically as the first statistically validated SERVQUAL profile of MPP Banda Aceh. Future research is recommended to replicate this study using probability sampling, expand the geographic scope to include multiple MPPs across different regions in Indonesia, incorporate additional variables such as service digitalization and perceived value, and conduct moderation analysis to examine whether the dominance of Responsiveness and Assurance persists across different service types and age groups