Efektivitas Mal Pelayanan Publik Kota Bandar Lampung Dalam Meningkatkan Kualitas Pelayanan Kepada Masyarakat Kecamatan Tanjung Senang

Abstract

The Public Service Mall (Mal Pelayanan Publik/MPP) is a public service innovation developed by the government to improve the quality, effectiveness, and efficiency of public services. The implementation of MPP in Bandar Lampung City is expected to provide easier access to administrative services through an integrated one-stop service system. This study aims to analyze the effectiveness of the Bandar Lampung Public Service Mall in improving service quality for the community of Tanjung Senang District. This research employed a qualitative descriptive method with data collected through interviews, observation, and documentation. The informants consisted of neighborhood leaders and community members who had utilized MPP and One-Stop Integrated Service (PTSP) facilities. The findings indicate that the implementation of MPP in Bandar Lampung has been effective. Program dissemination has been conducted extensively through various media channels, services are considered fast, service fees are transparent and free for certain administrative services, and community satisfaction is relatively high. Several challenges remain, including service queues during peak hours, limited service points, and administrative procedures that still require simplification. The study concludes that the Bandar Lampung Public Service Mall has contributed positively to improving public service quality, although strengthening human resources, service digitalization, and expanding service points are necessary to further enhance service effectiveness.