Article Per Year (5 Year)
p-Index From 2021 - 2026
0.23
P-Index
This Author published in this journals
All Journal Journal of Public Representative and Society Provision
Antik Bintari
Master’s Program in Government Studies, Faculty of Social and Political Sciences, Universitas Padjadjaran, Indonesia
Humanities Law, Crime, Criminology & Criminal Justice Social Sciences

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

Found 1 Documents
Search

 1 
The Quality of Public Services at the Public Service Mall Geri Rivaldi; Antik Bintari; Neneng Yani Yuningsih
Journal of Public Representative and Society Provision Vol. 6 No. 1 (2026): Journal of Public Representative and Society Provision
Publisher : Pusat Studi Pembangunan dan Pemberdayaan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55885/jprsp.v6i1.678

Abstract

This study aims to analyze the quality of public services provided by the Investment and One-Stop Integrated Services Office through the Public Service Mall in West Bandung Regency in 2024. The research employs a qualitative approach with a case study method, utilizing data collection techniques such as in-depth interviews, observation, and documentation. Data analysis is conducted based on the five SERVQUAL dimensions: tangibles, reliability, responsiveness, assurance, and empathy. The findings indicate that the establishment of the Public Service Mall has improved service accessibility and integration; however, several fundamental shortcomings remain. The tangibles dimension reveals limitations in physical facilities and digital systems; reliability highlights delays in permit processing; responsiveness shows an inadequate complaint-handling system; assurance reflects generally competent staff performance; and empathy suggests the need for a more personalized approach to the public. These findings confirm that the quality of public services has not fully met public expectations, particularly regarding speed, convenience, and complaint resolution. Therefore, a sustainable, data-driven, and community-oriented service improvement strategy is essential to build a more professional, efficient, and human-centered public service.
Co-Authors Geri Rivaldi Neneng Yani Yuningsih