GAP ANALYSIS TO MEASURE SERVICE QUALITY AT PUBLIC SERVICE MALL (MPP)
DOI:
https://doi.org/10.30997/jgs.v9i1.5534Keywords:
Gap Analysis, Public Service Mall (MPP), Service qualityAbstract
Bangkalan Regency is one of the regions in East Java that has a Public Service Mall (MPP). In 2018 basic services in Bangkalan are still not optimal, as an effort to improve service quality with MPP Bangkalan district. This study aims to measure service quality based on the service quality theory of Parasuraman, Zeithaml, and Berry with gap analysis 5 which is measuring the performance and expectations of service users, namely the community. The Servqual (Service Quality) model developed by Parasuraman, Zeithaml, and Berry, is the most widely used when measuring the quality of public services (B. Engdaw, 2022). The method used is descriptive quantitative using primary and secondary data with data collection techniques questionnaire, observation and documentation. The results showed that the service quality of MPP Bangkalan district was negative or not good because the average community expectation (public expectations) was greater than the performance (public perception) of MPP Bangkalan District with the highest gap on the responsiveness dimension (-0.01).
References
Bintari, S. C., S.Zenju, N., & Purnamasari, I. (2017). Kualitas Pelayanan Pembuatan Paspor Di Kantor Imigrasi Kelas I Kota Bogor. Jurnal Governansi, 3(1), 41–52. https://doi.org/https://doi.org/10.30997/jgs.v3i1.812
Daraba, D. (2019). Reformasi Birokrasi dan Pelayanan Publik. Leisyah.
Engdaw, B. (2022). The effect of administrative decentralization on quality public service delivery in Bahir Dar city administration: the case of Belay Zeleke sub-city. Cogent Social Sciences, 8(1), 1–32. https://www.researchgate.net/publication/357525677_The_effect_of_administrative_decentralization_on_quality_public_service_delivery_in_Bahir_Dar_city_administration_the_case_of_Belay_Zeleke_sub-city
Engdaw, B. D. (2019). The Impact of Quality Public Service Delivery on Customer Satisfaction in Bahir Dar City Administration: The Case of Ginbot 20 Sub-city. International Journal of Public Administration, 1–11. https://doi.org/10.1080/01900692.2019.1644520
Maesarini, I. W., Setiawan, D. R., & Prihandini, D. (2021). Analisis Indeks Kepuasan Masyarakat Pada Mall Pelayanan Publik Kota Bekasi Tahun 2020. Jurnal Reformasi Administrasi : Jurnal Ilmiah Untuk Mewujudkan Masyarakat Madani, 8(2), 165–171. https://ojs.stiami.ac.id/index.php/reformasi/article/view/1918
Mariasih. (2020). Pengaruh Kekuasaan, Desain kerja dan Inovasi terhadap Kualitas Layanan. Faktor Jurnal Ilmiah Kependidikan, 7(3), 177–188. https://journal.lppmunindra.ac.id/index.php/Faktor/article/view/7315
Nugraha, A., Sumartono, Domai, T., & Suryadi. (2015). Public Service Quality in Good Governance Perspective: Study on Publishing Trade License in South Tangerang City. International Journal of Applied Sociology, 5(2). https://doi.org/10.5923/j.ijas.20150502.01.
Ocampo, L., Bongo, M., Alinsub, J., Casul, R. A., Enquig, G., Luar, M., & Panuncillon, N. (2017). Public service quality evaluation with SERVQUAL and AHP-TOPSIS: A case of Philippine government agencies. Socio-Economic Planning Sciences. https://doi.org/10.1016/j.seps.2017.12.002
Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1991a). Perceived service quality as a customer-based performance measure: An empirical examination of organizational barriers using an extended service quality model. , 30(3), 335–364. doi:10.1002/hrm.3930300304. Human Resource Management, 30(3). https://doi.org/https://doi.org/10.1002/hrm.3930300304
Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1991). Refinement and reassessment of the SERVQUAL scale. Journal of Retailing, 67(4), 420–450. https://www.researchgate.net/publication/304344168_Refinement_and_reassessment_of_the_SERVQUAL_scale
Ramseook-Munhurrun, P., Lukea-Bhiwajee, S. D., & Naidoo, P. (2010). Service Quality In The Public Service. International Journal Of Management And Marketing Research, 3(1), 37–50. https://ideas.repec.org/a/ibf/ijmmre/v3y2010i1p37-50.html
Rauf, R. (2015). Faktor-Faktor yang mempengaruhi Kualitas Pelayanan Publik dalam Administrasi Pemerintahan di Indonesia. PUBLIKa, 1(2), 230–241. https://journal.uir.ac.id/index.php/JIAP/article/view/1561
Riduansyah, R. (2020). Analisis Kualitas Pelayanan Pada Layanan Tes Kesehatan Di Klinik Mulawarman Health Center Universitas Mulawarman Dengan Menggunakan Metode Service Quality (SERVQUAL). JIME (Journal of Industrial and Manufacture Engineering), 4(1), 28–36. https://ojs.uma.ac.id/index.php/jime/article/view/3011
Ristiani, I. Y. (2020). Manajemen Pelayanan Publik Pada Mall Pelayanan Publik di Kabupaten Sumedang Provinsi Jawa Barat. Jurnal Ilmiah Manajemen, 6(2). https://media.neliti.com/media/publications/325691-manajemen-pelayanan-publik-pada-mall-pel-5b1a807d.pdf
Silalahi, A. F. L., Ritonga, S., & Batubara, B. M. (2019). Kualitas Pelayanan Publik dalam Pemberian Izin Mendirikan Bangunan di Badan Pelayanan Perizinan Terpadu. PERSPEKTIF, 8(1), 6–14. https://doi.org/https://doi.org/10.31289/perspektif.v8i1.2505
Wisniewski, M. (2013). Measuring service quality in the public sector: The potential for SERVQUAL. Total Quality Management, 7(4), 357–366. https://doi.org/10.1080/09544129650034710
Yana, A. A. G. A., Sutarja, I. N., & Ambarawangi, P. L. (2020). Analisis Kepuasan Masyarakat Terhadap Kualitas Pelayanan Izin Mendirikan Bangunan (IMB) Pada Dinas Penanaman Modal Dan Pelayanan Terpadu Satu Pintu Kota Denpasar. Jurnal Spektran, 8(1), 45–53. https://ojs.unud.ac.id/index.php/jsn/article/view/58445
Yulianti, A. (2021). Analisis Sistem Pelayanan Terpadu Satu Pintu Terhadap Peningkatan Kualitas Layanan Publik Menggunakan Metode Servqual Model. 128–139. https://kemenagjember.com/wp-content/uploads/2021/01/Paper-PTSP-Asri-Yulianti.pdf
Nurdin, I. (2019). Kualitas Pelayanan Publik (Perilaku Aparatur dan Komunikasi Birokrasi dalam Pelayanan Publik). Surabaya: Media Sahabat Cendekia.
Suwanda, D., Syafri, W., & Supriatna, T. (2021). Mal Pelayanan Publik Percepatan Peningkatan Kualitas Inovasi Layanan Masyarakat (pertama). Bandung:Remaja Rosdakarya.
Thesis or Dissertation
Septiyani, T. (2016). Kepemimpinan Ignasius Jonan dalam Transformasi PT Kereta Api Indonesia: Sudut Pandang Bawahannya [Sekolah Tinggi Agama Islam Ma’had Aly Al-Hikam Malang]. http://eprints.undip.ac.id
Yesrima, D. (2016). Kualitas Pelayanan Pada Badan Penanaman Modal dan Pelayanan Terpadu Satu Pintu (BPMPTSP) Kota Padang (Izin Gangguan, Surat Izin Usaha Perdagangan, dan Tanda Daftar Perusahaan). Skripsi Diploma. Jurusan Ilmu Politik. Fakultas Ilmu Sosial dan Ilmu Politik. Padang: Universitas Andalas. http://scholar.unand.ac.id/22467/
Undang-Undang No 25 Tahun 2009 tentang Pelayanan publik, (2009). https://peraturan.bpk.go.id/Home/Details/38748/uu-no-25-tahun-2009
Peraturan Menteri Pendayagunaan Aparatur Negara dan Reformasi Birokrasi RI Nomor 23 Tahun 2017 tentang Penyelenggaraan Mal Pelayanan Publik. 2017, 53(9), 1689–1699.
JatimTimes. (2020). Tak Melayani secara Maksimal , Aktivis A2KB Nilai MPP Hanya Formalitas Semata. https://jatimtimes.com/baca/223503/20200912/182500/tak-melayani-secara-maksimal-aktivis-a2kb-nilai-mpp-hanya-formalitas-semata
KABARMADURA.ID. (2021). Belum Setahun, Layanan Imigrasi di Bangkalan Kembali Mangkrak. KABARMADURA.ID. https://kabarmadura.id/belum-setahun-layanan-imigrasi-di-bangkalan-kembali-mangkrak/
Khozin, M., Mahendra, G. K., & Nugraha, A. F. (2020). Evaluation Of Public Service Standard (Case Study At The Education And Training Agency Of Yogyakarta Special Region). Aristo, 08(2), 239–256. http://journal.umpo.ac.id/index.php/aristo/article/view/KMGKMAN/1260
Liestyanti, A., & Prawiraatmadja, W. (2021). Service Quality in The Public Service: A Combination of SERVQUAL and Importance-Performance Analysis. Journal of International Conference Proceedings, 4(3), 320–331. https://doi.org/https://doi.org/10.32535/jicp.v4i3.1323
Maduranewsmedia. (2020). Proyek Perubahan Instansional DPMPTSP Bangkalan MPP Sabet Penghargaan Proper Favorit. https://maduranewsmedia.com/terkini/proyek-perubahan-instasional-dpmptsp-bangkalan-mpp-sabet-penghargaan-proper-favorit/
Ombudsman.go.id. (2018). Disdik dan BPJSKes Bangkalan Dapat Rapor Merah ORI. https://ombudsman.go.id/perwakilan/news/r/pwk--disdik-dan-bpjskes-bangkalan-dapat-rapor-merah-ori
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2023 Annisa Firdausi Fikri, Ertien Rining Nawangsari
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
Authors who publish with Jurnal Governansi agree to the following terms:
- 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 Governansi.
- 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 Governansi.
- 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.
