Kualitas Layanan Mall Pelayanan Publik Dalam Mendukung Smart Governance Serta Keterbukaan Informasi

Authors

  • Faisal Tri Ramdani Universitas Muhammadiyah Jakarta
  • Feriandy Universitas Muhammadiyah Jakarta
  • Didik Kristyanto Universitas Muhammadiyah Jakarta
  • Djoko Tjahyono Universitas Muhammadiyah Jakarta
  • Andriansyah Andriansyah Universitas Muhammadiyah Jakarta
  • Izzatusholekha Izzatusholekha Universitas Muhammadiyah Jakarta

Keywords:

Effectiveness, Public service mall, Information openness, Smart Governance

Abstract

Public service is the responsibility that the government must carry out to meet the needs of community services. One form of fulfilling the needs of public services carried out by the government is to innovate services through the Public Service Mall (MPP). The implementations of this program is carried out by the East Lombok Regency Government which already has an MPP and has been implemented to carry out services for the community. This study aims to analyze the quality of MPP services in East Lombok Regency in supporting innovative governance and openness of information to provide maximum service to the community. This study uses a descriptive quantitative method with a purposive sampling technique and sample calculations using the Slovin formula. The calculation of the results of the respondent's calculations using WMS with a variable focus based on the theory of service quality Zeithaml, Parasuarman & Berry and the Smart City Theory Smart City (Giffinger et al. 2007) with the dimension of innovative governance in supporting openness of information. From the results of the recapitulation of the assessment of the quality of service and the implementation of innovative governance, the calculation results were 3.89 with a suitable category; this shows that the quality of MPP services in East Lombok Regency has been running well and supports openness of information for the public. But in its implementation there must always be an increase in services so that the existence of MPP can provide maximum service to the public and realize innovative governance towards a smart city in East Lombok Regency.

References

Afifah, Z. N., Rohimah, N. S., & Putra, R. U. (2024). Analisis Kepuasan Masyarakat Terhadap Kehadiran Mal Pelayanan Publik ( MPP ) di Kota Bandung Analysis of Public Satisfaction with the Presence of Public Service Malls ( MPP ) in Bandung City. 16(c), 61–75. https://doi.org/10.20473/jap.v16i1.59244

Alvionita, I. (2020). INDEKS KEPUASAN MASYARAKAT TERHADAP PELAYANAN DI MALL PELAYANAN Intan Alvionita. Jurnal Ilmiah Politik, Kebijakan Dan Sosial (Publicio), 2(1). https://doi.org/https://doi.org/10.51747/publicio.v2i1.506

Amatulloh, D., & Suryani, D. A. (2021). Analisis penerapan e-government dalam peningkatan kualitas pelayanan administrasi kependudukan pada mal pelayanan publik bojonegoro. Dialogue:Jurnal Ilmu Administrasi Publik, 3, 87–107. https://doi.org/https://doi.org/10.14710/halal.v%25vi%25i.12267

Andriansyah, A., Sulastri, E., & Satispi, E. (2021). The role of government policies in environmental management. Research Horizon, 1(3), 86-93.

Ardina, M. (2021). Implementasi Keterbukaan Informasi Publik di Kabupaten Bantul Program Studi Komunikasi ; 2 Program Studi Administrasi Publik. Jurnal Interaksi : Jurnal Ilmu Komunikasi, 5(1), 49–61. https://doi.org/10.30596/interaksi.v5i1.5667

Aritonang, A. I. (2008). Kebijakan Komunikasi di Indonesia : Jurnal Aspikom, 1(14). https://doi.org/http://dx.doi.org/10.24329/aspikom.v1i3.24

Aritonang, D. M. (2017). The Impact of E-Government System on Public Service Quality in Indonesia. 13(35), 99–111. https://doi.org/10.19044/esj.2017.v13n35p99

Baharudin, T. (2020). Keterbukaan informasi publik: studi pada keberhasilan pemerintah daerah kabupaten luwu utara 2019. Journal of Governance and Local Politics (JGLP), 2(November), 151–163. https://doi.org/https://doi.org/10.47650/jglp.v2i2.133

Budiarti, L., Arninda, A., Sirat, O. M., & Andriansyah, A. (2024). Digitalisasi Manajemen Keuangan dan Investasi untuk Pemberdayaan Ekonomi Rumah Tangga PKK Desa Durian. Jurnal Pengabdian Masyarakat Nusantara (JPMN), 4(2), 247-256.

Cartika, T., Yuliani, D., & Taufiq, H. O. H. (2024). Pelaksanaan Smart Governance di Kabupaten Ciamis. Cartika, Teny, 3(2). https://doi.org/https://doi.org/10.58684/jarvic.v3i2.150

Dewi, Firda Charisma, Oktariyanda, T. A. (2022). ANALISIS PENERAPAN ELECTRONIC GOVERNMENT MELALUI MESIN ANJUNGAN DUKCAPIL MANDIRI ( ADM ) ( Studi Kasus pada Mal Pelayanan Publik Kabupaten Magetan ) Firda Charisma Dewi S1 Ilmu Administrasi Negara , Fakultas Ilmu Sosial dan Hukum , Universitas Negeri Sura. Jurnal Publika, 10, 637–652. https://doi.org/https://doi.org/10.26740/publika.v10n2.p637-652

Dilla, Z. T. H. (2012). MELALUI APLIKASI ADMINISTRASI KEPENDUDUKAN CEPAT AKURAT. 487–498. https://doi.org/https://doi.org/10.32666/tatasejuta.v6i2.138

Handayani, N., Izzatusholekha, I., & Kuncoro, H. F. (2023). Inovasi Aplikasi Samsat Mobile Jawa Barat (Sambara) Dalam Pelaksanaan Smart Governance. KAIS Kajian Ilmu Sosial, 3(2), 49-57.

Ilhami, R., Studi, P., Publik, A., & Pasundan, U. (2020). IMPLEMENTASI PELAYANAN KONSULTASI PERPAJAKAN PADA MALL. DECISION : Jurnal Administrasi Publik, 2. https://doi.org/https://doi.org/10.23969/decision.v2i2.3171

Khairinnisa, A. et al. (2023). OPTIMALISASI PENERAPAN DIGITALISASI TERHADAP MALL PELAYANAN PUBLIK PEKANBARU. YUDABBIRU: Jurnal Administrasi Negara, 5, 18–27. http://ejournal.uniks.ac.id/index.php/YUDABBIRU/article/view/2633

Kusuma, T. C. (2024). SMART GOVERNANCE : PROGRAM RANSFORMASIONAL DIGITAL NASIONAL MELALUI DESA , SIAPKAH. IBLAM LAW REVIEW, 2, 218–223. https://doi.org/https://doi.org/10.52249/ilr.v4i2.528 abstrak

Lestari, I. P. (2022). Analisis E-Government Dalam Meningkatkan Pelayanan Publik. Jurnal SIKAP Solusi Ilmiah Kebijakan Dan Administrasi Publik, 08.

Lia., A. S. (2023). KUALITAS PELAYANAN PUBLIK DI MINI MALL PELAYANAN PUBLIK (MMPP) KECAMATAN SUKODONO KABUPATEN SIDOARJO PROVINSI JAWA TIMUR. JIP:Jurnal Inovasi Penelitian, 4(2), 289–300. https://doi.org/https://doi.org/10.47492/jip.v4i2.2677

Nadia, N. K., & Arif, E. (2022). IMPLEMENTASI KETERBUKAAN INFORMASI PUBLIK ( STUDI PADA WEBSITE PPID DESA SIDODADI KABUPATEN MUKOMUKO ) THE IMPLEMENTATION OF PUBLIC INFORMATION DISCLOSURE ( STUDY ON PPID WEBSITE , SIDODADI VILLAGE , MUKOMUKO REGENCY ). Jurnal Komunikatio, 8(April). https://doi.org/https://doi.org/10.30997/jk.v8i1.5642

Nurrahman, A., Rahmadanita, A., Provinsi, P., & Utara, M. (2024). ANALISIS PENERAPAN SMART GOVERNANCE DI KOTA TERNATE PROVINSI MALUKU UTARA ANALYSIS OF SMART GOVERNANCE IMPLEMENTATION IN TERNATE CITY ,. Jurnal Teknologi Komunikasi Pemerintahan, 6(2). https://doi.org/https://doi.org/10.33701/jtkp.v6i1.4306

Premana, A., Sucipto, H., & Widiantoro, A. (2022). Pengembangan Desa Berbasis Smart Village ( Studi Smart Governance pada Pelayanan Prima Desa Tegalreja ). JILPI: Jurnal Imiah Pengabdian Dan Inovasi, 1(1), 43–54.

Rahayu, F. I., Noor, M., & Amini, M. J. (2023). Inovasi Mal Pelayanan Publik Dalam Meningkatkan Kualitas Pelayanan Publik Di Kota Samarinda Public Service Mall Innovation in Improving the Quality of Public Services in Samarinda City. JIP: Jurnal Ilmu Pemerintahan, 11, 18–25. https://doi.org/https://doi.org/10.35941/jip.v11i1.972

Ricky, et al. (2022). KETERBUKAAN INFORMASI PUBLIK DI INDONESIA ( PERSPEKTIF AKUNTABILITAS , TRANSPARANSI DAN PARTISIPASI ) PUBLIC INFORMATION DISCLOSURE IN INDONESIA ( ACCOUNTABILITY , TRANSPARENCY AND PARTICIPATION PERSPECTIVE ). Jurnal Ilmiah Wahana Bhakti Praja, 12(2), 62–75. https://doi.org/https://10.33701/jiwbp.v12i2.2911

Safrizal. (2024). Penerapan Prinsip-prinsip Etika Pelayanan pada Mall Pelayanan. Jurnal Moral Kemasyarakatan, 9(2), 381–391. https://doi.org/https://doi.org/10.21067/jmk.v9i2.10850

Salma, S. A., & Nawangsari, E. R. (2022). Kualitas pelayanan publik pada mal pelayanan publik. JKP: Jurnal Kebijakan Publik, 13(2), 170–178. https://doi.org/http://dx.doi.org/10.31258/jkp.v13i2.8019

Seftia, C. D., & Meiwanda, G. (2022). AGILITY PELAYANAN PUBLIK PADA MASA NEW NORMAL OLEH MALL PELAYANAN PUBLIK KOTA PEKANBARU PUBLIC SERVICE AGILITY IN THE NEW NORMAL ERA IN PEKANBARU. Jurnal Ilmu Administrasi Negara : JIANA, 20. https://doi.org/https://doi.org/10.46730/jiana.v20i1.8023

Setiaman, A., Sugiana, D., M, J. N., Ilmu, D., Komunikasi, M., Komunikasi, F. I., & Padjadjaran, U. (2013). IMPLEMENTASI KEBIJAKAN KETERBUKAAN. Jurnal Kajian Komunikasi, 1(2), 196–205. https://doi.org/https://doi.org/10.24198/jkk.v1i2.6044

Triyanto, D., Purnaweni, H., & Luqman, Y. (2025). THE IMPACT OF SMART GOVERNANCE IMPLEMENTATION ON SUSTAINABLE DEVELOPMENT GOALS IN INDONESIA. Journal Og Lifestyle & SDG’S Review, 5, 1–21. https://doi.org/https://doi.org/10.47172/2965-730X.SDGsReview.v5.n03.pe04592

Widiyaningrum, W. Y. (2022). EFEKTIVITAS MALL PELAYANAN PUBLIK ( MPP ) OLEH DINAS PENANAMAN MODAL DAN PELAYANAN SATU PINTU ( DPMPTSP ) DALAM MENINGKATKAN PELAYANAN PUBLIK DI. Jurnal JISIPOL, 6, 57–68. https://www.ejournal.unibba.ac.id/index.php/jisipol/article/view/959

Yuono, C. (2023). Implementasi Keterbukaan Informasi Publik Pemerintah Kabupaten. JURNAL PUSTAKA KOMUNIKASI, 6(2), 418–431. https://doi.org/https://doi.org/10.32509/pustakom.v6i2.3287

Zeithaml, V. A., Parasuraman, A., & Berry, L. L. (1990). Delivering Quality Service: Balancing Customer Perceptions and Expectations. New York: The Free Press.

Downloads

Published

2025-04-24

How to Cite

Ramdani, F. T., Feriandy, Didik Kristyanto, Djoko Tjahyono, Andriansyah , A., & Izzatusholekha, I. (2025). Kualitas Layanan Mall Pelayanan Publik Dalam Mendukung Smart Governance Serta Keterbukaan Informasi. JURNAL KOMUNIKATIO, 11(1). Retrieved from http://103.127.96.46/index.php/JK/article/view/55-66

Issue

Vol. 11 No. 1 (2025): Jurnal Komunikatio

Section

Articles

License

Copyright (c) 2025 JURNAL KOMUNIKATIO

Creative Commons License

This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.

Authors who publish with Jurnal Komunikatio agree to the following terms:

  1. Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution 4.0 International License that allows others to share the work with an acknowledgement of the work's authorship and initial publication in Jurnal Komunikatio.
  2. Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in Jurnal Komunikatio. 
  3. Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work

Similar Articles

<< < 1 2 3 > >> 

You may also start an advanced similarity search for this article.