EVALUASI PELAYANAN PUBLIK DI MAL PELAYANAN PUBLIK KABUPATEN ACEH BESAR PROVINSI ACEH

Setyatama, Graha and SETIAWAN, IWAN (2025) EVALUASI PELAYANAN PUBLIK DI MAL PELAYANAN PUBLIK KABUPATEN ACEH BESAR PROVINSI ACEH. Other thesis, IPDN.

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Abstract

ABSTRACT Problem Statement/Background (GAP): Public service innovation through the establishment of Public Service Malls (MPP) is one of the Indonesian government's efforts to improve service efficiency and accessibility. However, the implementation of MPP in Aceh Besar Regency still faces various service quality issues, such as limited human resources, inadequate facilities, and low digital literacy among the public. Purpose: This study aims to evaluate the quality of public services at the MPP of Aceh Besar Regency. Method: The research applies a qualitative approach with data collected through in-depth interviews, observation, and documentation. The analysis is based on William N. Dunn's evaluation model, which includes five dimensions: effectiveness, adequacy, equity, responsiveness, and accuracy. Results: The results show that while the MPP has facilitated integrated services and improved accessibility, several problems persist. These include insufficient staff skills in operating online systems, underdeveloped infrastructure, and a lack of community understanding regarding digital services. Efforts made include digital training for staff, enhancement of facilities, and regular community outreach. Conclusion: The public service at the MPP of Aceh Besar has shown positive developments but requires systematic improvement in digital competency, infrastructure, and citizen engagement. The findings contribute to strengthening public service reform and optimizing service quality in regional governments. Keywords: Public Service, Evaluation, Public Service Mall ABSTRAK Permasalahan/Latar Belakang (GAP): Inovasi pelayanan publik melalui pembentukan Mal Pelayanan Publik (MPP) merupakan upaya pemerintah dalam meningkatkan efisiensi dan aksesibilitas layanan. Namun, pelaksanaan MPP di Kabupaten Aceh Besar masih menghadapi berbagai persoalan kualitas pelayanan, seperti keterbatasan sumber daya manusia, sarana prasarana yang belum memadai, serta rendahnya literasi digital masyarakat. Tujuan: Penelitian ini bertujuan untuk mengevaluasi kualitas pelayanan publik pada MPP Kabupaten Aceh Besar dan. Metode: Penelitian menggunakan pendekatan kualitatif dengan teknik pengumpulan data melalui wawancara mendalam, observasi, dan dokumentasi. Analisis dilakukan berdasarkan lima dimensi evaluasi kebijakan menurut William N. Dunn, yaitu efektivitas, kecukupan, pemerataan, responsivitas, dan ketepatan. Hasil: Hasil penelitian menunjukkan bahwa MPP telah mempermudah akses pelayanan dan meningkatkan integrasi antarinstansi. Namun, masih terdapat kendala seperti rendahnya kompetensi petugas dalam sistem online, keterbatasan fasilitas, serta minimnya pemahaman masyarakat terhadap layanan digital. Upaya perbaikan yang dilakukan antara lain pelatihan aparatur, penambahan fasilitas teknologi, dan sosialisasi berkala kepada masyarakat. Kesimpulan: Pelayanan publik di MPP Kabupaten Aceh Besar telah menunjukkan perkembangan positif, namun masih memerlukan perbaikan sistematis pada aspek kompetensi digital, sarana prasarana, dan partisipasi masyarakat. Temuan ini memberikan kontribusi dalam penguatan reformasi pelayanan publik di daerah. Kata Kunci: Pelayanan Publik, Evaluasi, Mal Pelayanan Publik

Item Type:	Thesis (Other)
Subjects:	L Education > LG Individual institutions (Asia. Africa)
Divisions:	Faculty of Goverment Management > Public Sector Human Resource Management
Depositing User:	Administrasi Pemerintahan Daerah FMP
Date Deposited:	26 May 2025 00:50
Last Modified:	26 May 2025 00:50
URI:	http://eprints.ipdn.ac.id/id/eprint/21639

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