Peran Mall Pelayanan Publik Kabupaten Gianyar Dalam Meningkatkan Kualitas Pelayanan Administrasi Pemerintahan: Tinjauan Dari Perspektif Masyarakat

Abstract

Quality public service is an important indicator of the success of bureaucratic reform in Indonesia. The government continues to innovate to improve the effectiveness and efficiency of public services, one of which is through the establishment of the Public Service Mall. This study aims to analyze the role of the Gianyar Regency Public Service Mall in improving the quality of government administration services from a public perspective. The study used a mixed methods approach with quantitative and qualitative methods. Data were obtained through distributing questionnaires to 120 respondents who used the Gianyar Regency Public Service Mall (MPP) services, field observations, and documentation studies. Data analysis was conducted using descriptive quantitative methods using percentages and qualitative interpretation of the research findings. The results showed that the majority of the public gave a positive assessment of the quality of service at the Gianyar Regency Public Service Mall. Aspects of service accessibility, effectiveness and speed of service, transparency of procedures, technological innovation, service efficiency, and quality of officer interactions were categorized as good. The existence of the Public Service Mall is considered capable of reducing complicated bureaucracy, increasing ease of service access, and accelerating government administration processes. In addition, the public also assessed that the use of digital technology and integrated services in one location makes it easier to obtain public services. The public still expects service improvements, especially in strengthening digital systems and optimizing information technology-based services. Thus, the Gianyar Regency Public Service Mall has a strategic role in supporting bureaucratic reform and improving the quality of public services at the regional level