ENHANCING PUBLIC SERVICE QUALITY THROUGH PUBLIC SERVICE MALLS: A CASE STUDY OF TULANG BAWANG REGENCY

Abstract

This study examines the implementation of the Public Service Mall (Mal Pelayanan Publik, MPP) in Tulang Bawang Regency as an innovation to enhance public service quality. Utilizing a qualitative research methodology and descriptive analysis, the study reveals that MPP has successfully streamlined bureaucratic processes, integrated various public services, and improved service accessibility and efficiency through both online and offline platforms, including the Online Single Submission (OSS) system. Despite these advancements, challenges such as internet connectivity issues and a lack of public awareness about online services persist. The study emphasizes the importance of infrastructure maintenance, budget allocation, and public education to sustain the improvements in service quality, measured through dimensions like reliability, responsiveness, and empathy.