| NIM | F1B022037 |
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| Namamhs | MAULANA DWI PANGESTU |
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| Judul Artikel | Kualitas Pelayanan Publik pada Mal Pelayanan Publik Kabupaten Banyumas |
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| Abstrak (Bhs. Indonesia) | Penelitian ini bertujuan untuk menganalisis kualitas pelayanan publik berdasarkan pengalaman masyarakat sebagai pengguna layanan pada MPP Kabupaten Banyumas. Penelitian ini dilatarbelakangi oleh tingginya nilai Survei Kepuasan Masyarakat (SKM) MPP Kabupaten Banyumas yang mencapai rata-rata 92,44% pada tahun 2025, namun masih ditemukan adanya keluhan dan perbedaan pengalaman masyarakat dalam memperoleh pelayanan. Penelitian menggunakan pendekatan deskriptif kualitatif dengan teori kualitas pelayanan (Parasuraman et al, 1988). Data diperoleh melalui wawancara, observasi, dan dokumentasi dengan masyarakat sebagai pengguna layanan. Analisis data menggunakan model interaktif Miles, Huberman, dan Saldana. hasil penelitian menunjukkan bahwa kualitas pelayanan publik di MPP Kabupaten Banyumas Secara keseluruhan telah berjalan baik, tetapi masih perlu peningkatan pada konsistensi informasi petugas, kompetensi pelayanan, dan keandalan sistem digital. Kondisi tersebut menunjukkan bahwa pelayanan sudah mampu memenuhi kebutuhan masyarakat, namun masih diperlukan perbaikan pada beberapa aspek agar kualitas pelayanan dapat diberikan secara lebih konsisten dan optimal. |
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| Abtrak (Bhs. Inggris) | This study aims to analyze the quality of public services based on the experiences of the community as service users at the Public Service Mall (MPP) of Banyumas Regency. This research was motivated by the high Community Satisfaction Survey (SKM) score at MPP Banyumas Regency, which reached an average of 92.44% in 2025, while complaints and differences in community experiences in receiving services were still identified. This study employed a descriptive qualitative approach using the service quality theory proposed by (Parasuraman et al, 1988). Data were collected through interviews, observations, and documentation involving community members as service users. Data analysis was conducted using the interactive model of Miles, Huberman, and Saldaña. The results showed that the quality of public services at MPP Banyumas Regency was generally good, but improvements were still needed in the consistency of information provided by service officers, service competence, and the reliability of digital systems. These conditions indicate that the services have been able to meet the needs of the community; however, improvements are still necessary in several aspects to ensure that service quality can be delivered more consistently and optimally. |
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| Kata kunci | Kualitas Pelayanan, Mal Pelayanan Publik, Kepuasan Masyarakat |
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| Pembimbing 1 | Drs. Simin, M.Si |
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| Pembimbing 2 | Titi Rahmawati, M.Si |
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| Pembimbing 3 | |
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| Tahun | 2026 |
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| Jumlah Halaman | 12 |
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| Tgl. Entri | 2026-08-28 13:49:20.353298 |
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