Adinda, Adinda (2025) RESPONSIVITAS PELAYANAN PUBLIK PADA MAL PELAYANAN PUBLIK DI KABUPATEN TANGERANG. S1 thesis, Universitas Sultan Ageng Tirtayasa.
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Abstract
Efforts to improve the quality of public services are realized through the establishment of Public Service Malls (MPP), including the MPP in Tangerang Regency. However, several issues remain, such as limited human resources, complaints about service completion times that doesn’t match what was promised, and unclear service requirements. This study aims to examine the responsiveness of public services at MPP Tangerang Regency using the service responsiveness theory proposed by Zeithaml et al., (Hardiyansyah, 2018: 63–64). This research uses a qualitative approach, with data collected through observation, interviews, and documentation. The results show that the responsiveness of public services at MPP Tangerang Regency is fairly good. Officers provide services friendly and nondiscriminatory manner. Communication is adjusted to the language of users, although miscommunication occurs in conveying operational schedules via social media. Services are delivered promptly, although influenced by document completeness and internet stability. Accuracy is supported by thoroughness and procedural adherence. Staff work with focus and dedication. Timeliness of service is relatively good, despite being constrained by limited human resources. Complaints can be submitted through SP4N-LAPOR, social media, and written letters. However, no written information about complaint procedures is yet available at the MPP. Recommendations include improving the queue monitoring and calling system, standardizing requirement information on the Tangerang Gemilang app and Instagram, aligning operating hour information with actual conditions, and providing physical signage for complaint and feedback channels at the MPP location.
| Item Type: | Thesis (S1) | ||||||
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| Additional Information: | Upaya peningkatan kualitas pelayanan publik diwujudkan melalui pembentukan Mal Pelayanan Publik (MPP), salah satunya adalah MPP Kabupaten Tangerang. Namun, dalam pelaksanaannya masih ditemukan sejumlah permasalahan, seperti keterbatasan SDM yang menyebabkan ketidaksesuaian jam operasional pada salah satu layanan, keluhan terkait ketidaksesuaian waktu penyelesaian dengan yang dijanjikan, serta kurangnya kejelasan informasi mengenai persyaratan pelayanan. Penelitian ini bertujuan untuk mengetahui responsivitas pelayanan publik di MPP Kabupaten Tangerang dengan menggunakan teori responsivitas pelayanan menurut Zeithaml dkk. (Hardiyansyah, 2018: 63–64). Metode yang digunakan adalah pendekatan kualitatif dengan teknik pengumpulan data melalui observasi, wawancara, dan dokumentasi. Hasil penelitian menunjukkan bahwa responsivitas pelayanan publik di MPP Kabupaten Tangerang secara umum cukup optimal. Petugas memberikan pelayanan secara ramah, adil, dan komunikatif dengan menyesuaikan bahasa pemohon. Meskipun demikian, ditemukan adanya miskomunikasi terkait informasi jam operasional di media sosial dengan di lapangan. Pelayanan dilakukan secara cepat, namun tetap dipengaruhi oleh kelengkapan dokumen dan kondisi jaringan internet. Ketepatan pelayanan didukung oleh ketelitian petugas dan pelaksanaan prosedur yang sesuai. Petugas bekerja secara fokus dan bersungguh-sungguh. Ketepatan waktu pelayanan tergolong baik, meskipun dipengaruhi oleh keterbatasan SDM. Keluhan dapat disampaikan melalui SP4N-LAPOR, media sosial, dan surat tertullis. Namun, belum tersedia informasi tertulis mengenai mekanisme pengaduan di MPP. Saran dari penelitian ini meliputi perlunya perbaikan monitor dan sistem pemanggilan antrean, penyeragaman informasi persyaratan pada aplikasi Tangerang Gemilang dan Instagram, penyesuaian informasi jam operasional dengan kondisi aktual, serta penyediaan informasi fisik mengenai saluran keluhan dan saran di lokasi layanan MPP. | ||||||
| Uncontrolled Keywords: | Responsiveness, Public Service, Public Service Mall Responsivitas, Pelayanan Publik, Mal Pelayanan Publik | ||||||
| Subjects: | H Social Sciences > Public Administration | ||||||
| Divisions: | 06-Fakultas Ilmu Sosial dan Ilmu Politik > 63201-Program Studi Administrasi Publik 06-Fakultas Ilmu Sosial dan Ilmu Politik |
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| Depositing User: | Adinda Adinda | ||||||
| Date Deposited: | 08 Sep 2025 03:03 | ||||||
| Last Modified: | 08 Sep 2025 03:03 | ||||||
| URI: | http://eprints.untirta.ac.id/id/eprint/53614 |
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RESPONSIVITAS PELAYANAN PUBLIK PADA MAL PELAYANAN PUBLIK DI KABUPATEN TANGERANG. (deposited UNSPECIFIED)
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