Analisis Kualitas Pelayanan Publik pada Mal Pelayanan Publik (MPP) Amukti Praja Situbondo

ANALYSIS OF PUBLIC SERVICE QUALITY AT THE AMUKTI PRAJA PUBLIC SERVICE MALL (MPP) SITUBONDO

Pelayanan publik merupakan salah satu indikator keberhasilan penyelenggaraan pemerintahan yang dituntut untuk semakin cepat, mudah, transparan, dan akuntabel. Sebagai bentuk reformasi birokrasi, pemerintah menghadirkan Mal Pelayanan Publik (MPP) untuk mengintegrasikan berbagai layanan dalam satu tempat. MPP Amukti Praja Situbondo dibentuk untuk meningkatkan efektivitas pelayanan publik di Kabupaten Situbondo. Namun, dalam pelaksanaannya masih ditemukan berbagai kendala seperti minimnya sosialisasi, kurang optimalnya responsivitas pegawai, sarana dan prasarana yang belum memadai, serta adanya beberapa loket layanan yang sering kosong. Kondisi tersebut menunjukkan adanya kesenjangan antara tujuan pembentukan MPP dengan realitas pelayanan di lapangan.

Penelitian ini bertujuan untuk menganalisis kualitas pelayanan publik pada MPP Amukti Praja Situbondo. Penelitian ini menggunakan metode deskriptif kualitatif dengan pendekatan teori SERVQUAL dari Parasuraman, Zeithaml, dan Berry yang meliputi dimensi tangible, reliability, responsiveness, assurance, dan empathy. Teknik pengumpulan data dilakukan melalui observasi, wawancara, dan dokumentasi. Teknik analisis data dilakukan melalui tahapan pengumpulan data, reduksi data, penyajian data, dan penarikan kesimpulan.

Hasil penelitian menunjukkan bahwa kualitas pelayanan publik di MPP Amukti Praja Situbondo belum sepenuhnya optimal. Pada dimensi tangible masih ditemukan kekurangan pada sarana dan prasarana pelayanan, sedangkan pada dimensi responsiveness pegawai dinilai belum sepenuhnya sigap dalam memberikan pelayanan kepada masyarakat. Sementara itu, dimensi reliability, assurance, dan empathy dinilai sudah cukup baik, terutama dalam aspek keramahan serta kepastian pelayanan. Kesimpulannya, peningkatan kualitas pelayanan publik di MPP Amukti Praja Situbondo perlu dilakukan melalui optimalisasi sarana dan prasarana, peningkatan kompetensi dan responsivitas pegawai, penguatan koordinasi antar instansi, serta sosialisasi yang lebih luas kepada masyarakat agar tujuan pembentukan MPP sebagai pusat pelayanan publik yang efektif, efisien, dan terintegrasi dapat tercapai.

Public service is one of the main indicators of successful governance, which is required to be faster, easier, more transparent, and accountable. As part of bureaucratic reform, the government established Public Service Malls (Mal Pelayanan Publik/MPP) to integrate various public services into a single location. MPP Amukti Praja Situbondo was established to improve the effectiveness of public services in Situbondo Regency. However, several problems were still identified in its implementation, such as limited public outreach, inadequate employee responsiveness, insufficient facilities and infrastructure, and several unattended service counters. These conditions indicate a gap between the objectives of establishing the MPP and the actual conditions of service delivery in the field.

This study aims to analyze the quality of public services at MPP Amukti Praja Situbondo. This research employed a descriptive qualitative method using the SERVQUAL approach developed by Parasuraman, Zeithaml, and Berry, which includes the dimensions of tangible, reliability, responsiveness, assurance, and empathy. Data collection techniques consisted of observation, interviews, and documentation. Data analysis was carried out through the stages of data collection, data reduction, data presentation, and conclusion drawing.

The results of the study indicate that the quality of public services at MPP Amukti Praja Situbondo has not yet been fully optimal. In the tangible dimension, deficiencies were still found in service facilities and infrastructure, while in the responsiveness dimension, employees were considered not fully responsive in serving the public. Meanwhile, the reliability, assurance, and empathy dimensions were considered fairly good, particularly in terms of friendliness and service certainty. In conclusion, improving the quality of public services at MPP Amukti Praja Situbondo requires optimizing facilities and infrastructure, enhancing employee competence and responsiveness, strengthening inter-agency coordination, and expanding public outreach so that the objective of establishing the MPP as an effective, efficient, and integrated public service center can be achieved