Gymnastiar, Jandi and Primasari, Vinda Verina Kartika Dewi (2025) PENGAWASAN DAN PENGENDALIAN KEBIJAKAN MAL PELAYANAN PUBLIK DALAM MENINGKATKAN KUALITAS PELAYANAN DI KABUPATEN KUBU RAYA PROVINSI KALIMANTAN BARAT. Diploma thesis, Institut Pemerintahan Dalam Negeri.
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Abstract
ABSTRACT Problem/Background (GAP): The Public Service Mall (MPP) of Kubu Raya Regency has succeeded in occupying the top three positions in West Kalimantan Province and has consistently obtained the Public Satisfaction Index (IKM) category "A" (very satisfying) every month in 2023. However, there are challenges in the aspect of policy supervision, especially related to public understanding of complaint services and the implementation of sanctions that are not yet structured. Therefore, it is necessary to analyze the supervision and control mechanisms of the MPP policy and identify factors that support service quality. Purpose : This study aims to analyze the supervision and control of the Public Service Mall policy in improving service quality in Kubu Raya Regency, as well as identifying factors supporting the sustainability of service quality. Method: The study used a qualitative descriptive method with data collection techniques through semi-structured interviews (purposive and accidental sampling), non-participatory observation, and documentation. Data analysis was carried out using ATLAS.ti software. Results: The results of the study indicate that supervision and control of the MPP policy include three main dimensions, namely: (1) policy monitoring, (2) policy evaluation, and (3) reward provision. The monitoring mechanism is running quite well, but there are still weaknesses in the complaint service that is not fully understood by the public and the implementation of informal sanctions. On the other hand, MPP shows significant changes in simplifying bureaucracy and increasing public satisfaction. The main supporting factors for the success of the service include strategic location, comfortable and complete facilities, diversity of services, and collaboration with various agencies. Conclusion: Supervision and control of MPP policies in Kubu Raya Regency have generally been running well, but still need improvement in the aspects of complaint services and enforcement of sanctions. The success of MPP is supported by a number of strategic factors that need to be maintained and further developed to ensure the sustainability of the quality of public services in the area. Keywords: Public Service Mall, Policy Supervision, Service Quality.
| Item Type: | Thesis (Diploma) |
|---|---|
| Depositing User: | Kebijakan Pemerintahan FPP |
| Date Deposited: | 20 May 2025 02:12 |
| Last Modified: | 20 May 2025 02:12 |
| URI: | http://eprints.ipdn.ac.id/id/eprint/20688 |
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