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All Journal Pangripta Jurnal Ilmiah Kajian Perencanaan Pembangunan
Afrilia, Nur Khusmiyah
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Humanities Economics, Econometrics & Finance Social Sciences

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Re-evaluating the Quality of Public Services in Malang City: A Comparative Analysis of Taxpayer Satisfaction Lestari, Vita Dwi; Kinanti, Kartika Ayu; Afrilia, Nur Khusmiyah
PANGRIPTA Vol. 7 No. 2 (2024): Pangripta Jurnal Ilmiah Kajian Perencanaan Pembangunan
Publisher : Badan Perencanaan Pembangunan Kota Malang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58411/rrc09m19

Abstract

This study aims to re-evaluate the quality of public services provided to hotel and restaurant taxpayers in Malang City. Using comparative analysis, this study examines the differences between perceived and expected service quality by taxpayers. Data were collected through a questionnaire survey involving 100 hotel taxpayers and 95 restaurant taxpayers. The survey measured five dimensions of service quality, namely reliability, responsiveness, certainty, empathy, and physical evidence. The results showed that although the majority of service users were satisfied with the quality of service received, there was a significant gap between taxpayers' expectations and perceptions, especially in terms of speed of service and transparency of information. These findings highlight the importance of innovation and the application of digital technology to improve the efficiency and effectiveness of public services, as well as the need to simplify administrative procedures. This study provides strategic recommendations for local governments, especially the Malang City Regional Tax Service Agency (BPPD), to improve service quality through digitalization, improving information systems, and increasing staff capacity. This study also underlines the importance of better communication with the public and developing policies that support transparency and accountability in the delivery of public services.
Evaluating Social and Functional Effectiveness of Community Agroparks: A Multidimensional Approach from Malang City Hasan, Khojanah; Rizky, Nina; Afrilia, Nur Khusmiyah
PANGRIPTA Vol. 8 No. 2 (2025): Pangripta Jurnal Ilmiah Kajian Perencanaan Pembangunan
Publisher : Badan Perencanaan Pembangunan Kota Malang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58411/6x8ka371

Abstract

Community agroparks represent an innovative approach to urban green space management, combining ecological services, social interaction, aesthetic value, and local economic participation. This study adopts a multidimensional analytical approach to evaluate their effectiveness in Malang City, Indonesia. Using Multidimensional Scaling (MDS), agroparks were classified into four typologies based on facility provision, green coverage, and community activity levels. A Service Quality Gap Analysis was then applied to assess perceived performance across ecological, socio-cultural, aesthetic, and economic dimensions. Findings reveal that community-managed agroparks outperform government-managed ones in socio-cultural engagement, but still face gaps in aesthetic quality and income- generating potential. The study contributes to urban sustainability research by operationalizing a combined typology–gap framework to measure agropark performance and offering targeted recommendations to improve infrastructure design, participatory programming, and local economic integration. These insights support policy directions aimed at enhancing the multifunctionality of agroparks and advancing SDG 11 (Sustainable Cities and Communities).
Co-Authors Khojanah Hasan, Khojanah KINANTI, Kartika Ayu Lestari, Vita Dwi Rizky, Nina