Evaluasi Pada Kualitas Layanan Terhadap Pelayanan Publik Masyarakat (Studi Kasus : Mal Pelayanan Publik Siola Surabaya)

Rahardjo, Irnanda Putra (2025) Evaluasi Pada Kualitas Layanan Terhadap Pelayanan Publik Masyarakat (Studi Kasus : Mal Pelayanan Publik Siola Surabaya). Other thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Layanan di Mal Pelayanan Publik (MPP) Siola Surabaya masih menghadapi berbagai masalah, seperti waktu antrean yang lama, fasilitas yang belum cukup baik, dan suasana lingkungan yang kurang nyaman untuk pengunjung. Studi ini dilakukan untuk menilai seberapa baik kualitas pelayanan yang diberikan serta mencari solusi yang dapat segera diimplementasikan untuk meningkatkannya. Pendekatan kuantitatif diterapkan dengan menggabungkan tiga metode: SERVQUAL untuk menganalisis perbedaan antara ekspektasi dan realitas dari perspektif pengguna layanan, Importance Performance Analysis (IPA) untuk mengidentifikasi aspek yang paling signifikan namun belum maksimal, serta Quality Function Deployment (QFD) untuk menyusun strategi perbaikan sesuai kebutuhan pengguna melalui House of Quality (HoQ). Sebanyak 130 peserta terlibat dalam penelitian ini. Hasil menunjukkan bahwa dimensi responsivitas dan penampilan fisik layanan memiliki kesenjangan paling signifikan, terutama pada elemen penanganan keluhan dan petunjuk arah layanan. Melalui QFD, beberapa strategi teknis yang direkomendasikan mencakup penugasan petugas khusus untuk menangani keluhan, penyediaan petunjuk arah yang lebih baik, penguatan sistem informasi digital, dan peningkatan fasilitas yang mendukung untuk lansia serta penyandang disabilitas. Diharapkan hasil penelitian ini dapat memberikan kontribusi berarti dalam usaha menciptakan layanan publik yang lebih cepat, nyaman, dan sesuai dengan harapan masyarakat.
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Services at the Siola Surabaya Public Service Mall (MPP) still face various problems, such as long queue times, facilities that are not good enough, and an uncomfortable environment for visitors. This study was conducted to assess how good the quality of service provided is and to find solutions that can be implemented immediately to improve it. A quantitative approach was applied by combining three methods: SERVQUAL to analyze the difference between expectation and reality from the perspective of service users, Importance Performance Analysis (IPA) to identify the most significant but not yet optimal aspects, and Quality Function Deployment (QFD) to develop improvement strategies according to user needs through the House of Quality (HoQ). A total of 130 participants were involved in this study. The results showed that the dimensions of responsiveness and physical appearance of services had the most significant gaps, especially in the elements of complaint handling and service directions. Through QFD, some of the recommended technical strategies include assigning specialized officers to handle complaints, providing better directions, strengthening digital information systems, and improving supportive facilities for the elderly and people with disabilities. It is hoped that the results of this research can make a meaningful contribution to efforts to create public services that are faster, more convenient, and in line with public expectations.

Item Type:	Thesis (Other)
Uncontrolled Keywords:	IPA, Mal Pelayanan Publik Siola Pelayanan Publik, QFD, SERVQUAL
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD9980.5 Service industries--Quality control. H Social Sciences > HF Commerce > HF5415.335 Consumer satisfaction H Social Sciences > HF Commerce > HF5415.5 Customer services. Customer relations
Divisions:	Faculty of Creative Design and Digital Business (CREABIZ) > Business Management > 61205-(S1) Undergraduate Thesis
Depositing User:	Irnanda Putra Rahardjo
Date Deposited:	25 Jul 2025 06:45
Last Modified:	25 Jul 2025 06:45
URI:	http://repository.its.ac.id/id/eprint/121944

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