Article Per Year (5 Year)
p-Index From 2021 - 2026
0.23
P-Index
This Author published in this journals
All Journal Journal of Office Administration : Education and Practice
Wisnu Adinugroho
Universitas Merdeka Madiun
Education Social Sciences

Published : 1 Documents Claim Missing Document
Claim Missing Document
Check
Articles

Found 1 Documents
Search

 1 
Service Quality and Citizen Experience in Integrated Public Services: Evidence from the Public Service Mall of Madiun Regency Wisnu Adinugroho; Harianto Harianto; Agus Wiyaka
Journal of Office Administration : Education and Practice Vol. 6 No. 1 (2026): May
Publisher : Universitas Negeri Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26740/joaep.v6n1.p43-63

Abstract

Public Service Malls (Mal Pelayanan Publik/MPP) were developed in Indonesia to improve the accessibility, efficiency, and integration of public services through a one-stop service system. This study aims to analyze the quality of public services at the Public Service Mall of Madiun Regency using the SERVQUAL dimensions: tangibles, reliability, responsiveness, assurance, and empathy. A qualitative case study approach was employed to obtain an in-depth understanding of service implementation from the perspectives of both service providers and service users. Data were collected through observations, semi-structured interviews, and documentation involving six informants consisting of service officers from Dukcapil, DPMPTSP, BPJS, and Bapenda, as well as two community members. Data were analyzed using the interactive model of Miles and Huberman, including data reduction, data display, and conclusion drawing. The findings show that the overall quality of public services at the MPP of Madiun Regency is relatively good. Adequate facilities, consistent procedures, responsive officers, professional service attitudes, and empathetic interactions contribute positively to public service experiences. However, several challenges remain, including queue congestion, unstable digital systems, limited infrastructure, and the use of administrative language that is difficult for some users to understand. The study concludes that strengthening digital infrastructure, communication clarity, queue management, and human-centered service practices is important for improving integrated public service quality.
Co-Authors Agus Wiyaka Harianto Harianto