Service Quality Assessment in Regulatory Certification Processes for Animal-Derived Food Products
Keywords:
Service Quality, Veterinary Control Number, SERVQUAL, Public ServiceAbstract
This study evaluates the quality of public services in issuing Veterinary Control Numbers (VCNs) for animal-origin food products in Lampung Province. Employing a descriptive qualitative approach, data were gathered through interviews, observations, and documentation involving the Livestock and Animal Health Service, VCN auditors, and business units. The SERVQUAL model covering tangibles, reliability, responsiveness, assurance, and empathy was used to assess service performance. The findings reveal that while the tangible, responsiveness, and empathy dimensions are rated as good, reliability and assurance remain suboptimal. Supporting factors include a strategic office location, adequate facilities, sufficient human resources, and free services. In contrast, weak inter-agency coordination, low awareness among business units regarding VCN registration, and insufficient public education on certified animal-origin products hinder service quality. Strengthening auditor competence through refresher training, improving coordination mechanisms, and enhancing outreach programs are recommended to improve service delivery, ensure food safety, and build public trust in animal-based food products.
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