KUALITAS PELAYANAN PUBLIK PADA SISTEM PELAYANAN SATU PINTU (PTSP) DI MAL PELAYANAN PUBLIK BARUGA PEMERINTAH DAERAH KOTA BAUBAU PADA DINAS KEPENDUDUKAN DAN CATATAN SIPIL

Rahmawati, Chendy
Sadat, Anwar
Muh. Askal Basir

MODERAT: Jurnal Ilmiah Ilmu Pemerintahan
Vol 11 No 3 (2025): Agustus 2025

The purpose of this research is to assess the level of public service provided by the One-Stop Integrated Service (PTSP) system of the Baubau City Government.The methodology used is a qualitative descriptive approach, while the independent variable is the improvement of PTSP services assessed from community satisfaction and the quality of public services evaluated based on five indicators: tangible, reliability, responsiveness, assurance, and empathy.Six informants participated in the study through documentation, in-depth interviews, and direct observation to collect data, which was then evaluated using the Miles and Huberman model.The study findings indicate that, despite facing several challenges, including inadequate infrastructure and a lack of public awareness regarding procedures, the implementation of PTSP at the Baruga City Baubau Public Service Mall successfully improved service quality through process simplification and service time acceleration.