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Pelaksanaan Pelayanan Publik Berbasis Mal Pelayanan Publik (MPP) (Studi di Mal Pelayanan Publik Kabupaten Tulungagung, yang Berfokus pada Layanan Dinas Kependudukan dan Pencatatan Sipil)
Increasingly, the demand for public services is increasing. People are increasingly aware of the importance of public services and their rights to get good quality service. To improve the quality of public services, the government has made various efforts. One of them is creating innovations in public services. The innovation is the establishment of a Public Service Mall (PSM) which is regulated in the Regulation of the Minister of Administrative Reform and Bureaucratic Reform of the Republic of Indonesia No. 23 of 2017 concerning the Implementation of Public Service Malls. The implementation of the Public Service Mall in Tulungagung Regency is quite good, it's just that the socialization is still lacking so that not many people know about it. Especially in the service section of the Population and Civil Registration Office, there are still quite a lot of complaints from the public about the services provided. This study aims to describe and analyze the implementation of public service services based on the Public Service Mall (PSM) at the Tulungagung Regency Public Service Mall, which focuses on the Population and Civil Registration Office Services, as well as to describe and analyze the supporting and inhibiting factors for the implementation of public services based on the Public Service Mall (PSM) at the Tulungagung Regency Public Service Mall, which focuses on the Population and Civil Registration Office Services. This research is a quantitative research using a descriptive approach. The focus of the research is divided into 2 (two), namely the implementation of Public Service Mall-based public services based on requirements, service procedures, completion time, fees / tariffs, handling complaints, suggestions and input, as well as internal factors and external factors that influence the implementation of Public Service Mall-based services. The research used data collection techniques of observation, interviews, and documentation. For data analysis techniques using a quantitative form consisting of data collection, data reduction and data categorization. The research location taken by the researcher is in the Tulungagung Regency Public Service Mall (PSM), especially at the service counter of the Population and Civil Registration Service located on RA Kartini Street No.7, Tulungagung Regency, East Java 66212. The implementation of public services at the Population and Civil Registration Service takes place dynamically which has been influenced by several indicators. The results of this study are related to the services received by the community which are considered quite satisfactory because they are in accordance with existing service standards. In terms of requirements, the Public Service Mall has listed the requirements on the official website and social media of the Tulungagung Regency Public Service Mall. For service procedures, the flow is quite clear and does not make people confused because there are officers who will direct them. Furthermore, the service completion time is in accordance with the applicable operational standards, which is a maximum of 3 working days. However, it cannot be denied that there are delays due to certain conditions. The service fee or tariff is free and no illegal levies or jockey services were found. In handling complaints, suggestions, and input, the response from employees is patient, friendly, and provides a fairly clear explanation. This is also one of the supporting factors in the implementation of services at the Population and Civil Registration Service. In addition to the ability of employees, adequate facilities and infrastructure, the validity and completeness of the requirements brought by the applicant are the main keys to successful service. Meanwhile, the inhibiting factor is the lack of socialization which makes the Public Service Mall less known to the Tulungagung Regency community so that there are few visitors. In addition, the settlement of complaints is considered complicated by the community because it is still going back and forth.
Fakultas Ilmu Sosial dan Ilmu Politik Universitas Merdeka Malang
Ilmu Administrasi Publik, Fakultas Ilmu Sosial dan Ilmu Politik Universitas Merdeka Malang
Pelaksanaan Pelayanan Publik Berbasis Mal Pelayanan Publik (MPP) (Studi di Mal Pelayanan Publik Kabupaten Tulungagung, yang Berfokus pada Layanan Dinas Kependudukan dan Pencatatan Sipil) (Text)
Pelaksanaan Pelayanan Publik Berbasis Mal Pelayanan Publik (MPP) (Studi di Mal Pelayanan Publik Kabupaten Tulungagung, yang Berfokus pada Layanan Dinas Kependudukan dan Pencatatan Sipil) (Other)
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HM Sociology
JF Political institutions (General)
JS Local government Municipal government