Gap Analysis of Public Perceptions and Expectations on Service Quality of the Women and Children Protection Unit (PPA) at the Criminal Investigation Division of Cirebon City Police Using the SERVQUAL Approach
DOI:
https://doi.org/10.24256/kharaj.v8i2.10196Keywords:
PPA Unit, SERVQUAL, service gap, , improvement prioritiesAbstract
The Women and Children Protection Unit (PPA) of Polresta Cirebon faces a high number of cases of violence against women and children, requiring responsive, empathetic, and professional services. This study aims to analyze the gap between public perception and expectation of PPA service quality using the SERVQUAL approach as a basis for evaluation and service improvement.
This research employs SERVQUAL theory, the concepts of public perception and expectation, principles of women and child protection, and police transformation. The study uses a quantitative approach with a survey method through questionnaires to measure public perception and expectation of the PPA Unit services at Sat Reskrim Polresta Cirebon based on five SERVQUAL dimensions, then analyzed using gap analysis and quadrant mapping to determine service improvement priorities.
The research findings are as follows: 1) Public perception of PPA services: Tangibles 3.12; Reliability 2.90; Responsiveness 2.96; Assurance 2.97; Empathy 3.06, indicating services are fairly good but not yet optimal; 2) Public expectation of services: Tangibles 4.55; Reliability 4.55; Responsiveness 4.58; Assurance 4.62; Empathy 4.63, indicating very high public expectations; 3) Gap between perception and expectation: Tangibles -1.43; Reliability -1.65; Responsiveness -1.62; Assurance -1.65; Empathy -1.57, showing service quality is below expectations; 4) Dimensions with the largest gaps are Reliability -1.65 and Assurance -1.65, with improvement priorities on service consistency, procedural clarity, professionalism, and safety; 5) All dimensions have negative gaps, with improvement priorities on reliability, assurance, and empathy, while aspects such as responsiveness, procedural clarity, and professionalism need to be maintained.
The study concludes that the service quality of the PPA Unit at Satreskrim Polresta Cirebon is fairly good but still below expectations, with the largest gaps in reliability and assurance, requiring priority improvements in consistency, professionalism, safety, and staff empathy
References
Adisti, K. D., & Meilani, N. L. (2024). Efektivitas Penanganan Kekerasan pada Perempuan dan Anak oleh UPT Perlindungan Perempuan dan Anak Kota Pekanbaru. SAKOLA: Journal of Sains Cooperative Learning and Law, 1(2), 111-123.
Anwarudin, A., Fadlil, A., & Yudhana, A. (2022). Analisis Kualitas Layanan Sistem Infomasi Akademik SIMAK dengan Pendekatan e-Servqual Gap. RESISTOR (Elektronika Kendali Telekomunikasi Tenaga Listrik Komputer), 5(1), 85-96.
Aurellia, T., & Perdana, H. (2020). Penerapan Structural Equation Modeling Partial Least Square Pada Kepuasan Masyarakat Terhadap Pelayanan Publik Kepolisian Kalimantan Barat. Bimaster: Buletin Ilmiah Matematika, Statistika dan Terapannya, 9(4), 475-482.
Bahri, S., Amri, A., & Siregar, A. A. (2022). Analisis Kualitas Pelayanan Aplikasi Mobile JKN BPJS Kesehatan Menggunakan Metode Service Quality (Servqual). Industrial Engineering Journal, 11(2), 12-18.
Chandrawaty, Y. (2020). Penegakan Hukum Dan Tanggung Jawab Negara Terhadap Perempuan Korban Human Trafficking Sebagai Wujud Perlindungan Hak Asasi Manusia. Journal Legislasi Indonesia, 17(4), 459-476.
Damayanti, R., Bakri, M., & Yusrang, Y. (2025). Upaya Perlindungan Hukum terhadap Korban Pemerkosaan (Studi pada Unit PPA Polres Bone). Journal Ilmu Hukum Pengayoman, 3(1), 63-74.
Grönroos, C. (1984). A Service Quality Model and Its Marketing Implications. European Journal of Marketing, 18(4), 36–44.
Gunawan, S. (2022, January). Analisis Kualitas Layanan Pengguna Website E-Learning Dengan Metode Servqual (Studi Kasus Spada Dikti Program Kampus Merdeka). In MDP Student Conference (Vol. 1, No. 1, pp. 526-537).
Hasan, F., Dungga, W. A., & Abdussamad, Z. (2023). Perlindungan Perempuan Dan Anak Dalam Perspektif Hukum. Jurnal Ilmu Sosial, Humaniora dan Seni, 1(2), 317-323.
Hasan, F., Dungga, W. A., & Abdussamad, Z. (2023). Perlindungan Perempuan Dan Anak Dalam Perspektif Hukum. Jurnal Ilmu Sosial, Humaniora dan Seni, 1(2), 317-323.
Khoir, M., & Haribowo, R. (2023). Analisa Kualitas Pelayanan Dengan Metode Service Quality (Servqual). Jurnal Manajemen, 15(1), 76-81.
Mayastinasari, V., Earliyanti, N. I., & Arnapi, A. (2024). Transformasi Pendidikan Kepolisian Melalui Pengembangan STIK Lemdiklat Polri Menjadi Universitas. Jurnal Ilmu Kepolisian, 18(1).
Muftiningrum, A. T. M. R., & Herowati, N. R. (2025). Peran Unit Pelayanan Perempuan dan Anak (PPA) Dalam Penanganan Kasus Kekerasan Terhadap Anak Tahun 2024. Journal of Politic and Government Studies, 14(3), 266-286.
Octaviani, E., & Panjaitan, J. D. (2023). Peran Unit Pelayanan Perempuan dan Anak Polres Bekasi dalam Menangani Kekerasan terhadap Anak di Kota Bekasi. Jurnal Ilmu Hukum, Universitas Mpu Tantular, Indonesia, 3(8).
Pancarudin, A. (2019). Pengaruh Citra Kepolisian Dan Pelayanan Terhadap Kepuasan Masyarakat Pada Polres Metro. Jurnal Simplex, 2(2).
Pandapotan, D., Kalo, S., Marlina, M., & Yunara, E. (2022). Analisis Penegakan Hukum Tindak Pidana Pencabulan Terhadap Anak Dibawah Umur (Studi di Unit PPA Polrestabes Medan). MAHADI: Indonesia Journal Of Law, 1(2), 140-152.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A Conceptual Model Of Service Quality And Its Implications For Future Research. Journal Of Marketing, 49(4), 41–50.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–40.
Rahayu, S. (2024). SERVQUAL Dalam Kualitas Pelayanan Terhadap Kepuasan Pasien Pengguna JKN Di Puskesmas Karangrayung. Pro Health Jurnal Ilmiah Kesehatan, 6(1), 41-47.
Rahim, M. A., & Puluhulawa, F. U. (2023). Pelaksanaan Perlindungan Hukum Oleh Unit Ppa Polda Gorontalo Terhadap Korban Penelantaran Rumah Tangga Oleh Suami. Journal of Comprehensive Science (JCS), 2(4).
Sariyono, E. B., Cahayani, D., & Widiastuti, A. (2024). Penanganan Tindak Pidana Kekerasan Terhadap Perempuan Dan Anak Dalam Perspektif Kriminologi (Studi Pada Unit Ppa Satreskrim Polres Blitar). JISOS: JURNAL ILMU SOSIAL, 2(12), 2111-2126.
Sinaga, M. R. (2022). Jaminan Perlindungan Hukum Anak: Optimalisasi Unit Perempuan dan Anak Institusi POLRI. Legitimasi: Jurnal Hukum Pidana dan Politik Hukum, 11(2), 198-209.
Suryawan, D. K. (2015). Kualitas Pelayanan Perpanjangan Surat Izin Mengemudi (SIM) Golongan C. Majalah Ilmiah Dian Ilmu, 15(1).
Syahputra, A. R., Gani, Y., & de Fretes, Y. L. (2023). Transformasi Organisasi pada Budaya Organisasi Polri Menuju Polri Presisi. Jurnal Manajemen dan Ilmu Administrasi Publik (JMIAP), 5(4), 430-441.
Virgiawan, V., Bauwo, T. D. M., & Afnita, I. D. (2025). Kualitas Pelayanan SIM Keliling di Wilayah Hukum Polres Morowali Utara. Santina: Jurnal Manajemen dan Administrasi Publik, 1(2), 6-12.
Yunus, Y. (2022). Penegakan Hukum Terhadap Tindak Pidana Melarikan Anak Perempuan Di Unit PPA Polres Gorontalo Kota. Jurnal Kewarganegaraan, 6(3), 5229-5238.
Yurisna, N., & Sarihati, T. (2025). Kualitas Pelayanan Publik Kepolisian Daerah Jawa Barat Dalam Perspektif Good Governance. Journal of Indonesian Rural and Regional Government, 9(1), 42-52.
Downloads
Published
How to Cite
Issue
Section
Citation Check
License
Copyright (c) 2026 Agustinus Ronald Tri Cahya Waine, Oscarius Yudhi Ari Wijaya, Novi Indah Erlyanti, Elvianus Laoli
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution-ShareAlike 4.0 International License. In line with the license, authors are allowed to share and adapt the material. In addition, the material must be given appropriate credit, provided with a link to the license, and indicated if changes were made. If authors remix, transform or build upon the material, authors must distribute their contributions under the same license as the original.
