Rancang Bangun Aplikasi Perhitungan Servqual Untuk Meningkatkan Kepuasan Pelanggan Pada Bumdes Kuala Alam Menggunakan Metode Rapid Application Development

This research aims to design a SERVQUAL calculation application to improve customer satisfaction at BUMDes Kuala Alam. The SERVQUAL method is used to measure the gap between customer expectations and perceptions based on five dimensions: Tangibles, Reliability, Responsiveness, Assurance, and Empathy. Application development is carried out using the Rapid Application Development (RAD) method so that the system can be built quickly and effectively. Questionnaires were distributed to customers to measure satisfaction, and the results were analyzed using the SERVQUAL method. The implementation of this application allows BUMDes managers to automatically calculate the level of customer satisfaction and take improvement steps based on the visual analysis results. The results show that the Responsiveness dimension has the largest gap, indicating the need for improvement in service speed and responsiveness. Testing is done using the Black Box Testing method, which shows that all features in the application run well according to user needs. This multiplatform-based application is designed to be easily accessed by customers and managers. With this application, managers can more quickly and accurately measure and improve service quality. This research is expected to be a reference for other BUMDes in adopting technology to improve services.