Perancangan Interior Pelayanan Publik Samsat Manyar Surabaya Timur sebagai Langkah Transformasi Quality of Service Experience

Amelia, Pingky (2026) Perancangan Interior Pelayanan Publik Samsat Manyar Surabaya Timur sebagai Langkah Transformasi Quality of Service Experience. Other thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Pelayanan publik merupakan aspek fundamental dalam mendukung fungsi pemerintahan dan memastikan terpenuhinya kebutuhan masyarakat. Di Kota Surabaya, peningkatan kebutuhan mobilitas dan akses administrasi berdampak pada perlunya penyelenggaraan pelayanan publik yang lebih efektif, efisien, dan nyaman. Penelitian ini berfokus pada perancangan interior ruang pelayanan Samsat Manyar Surabaya Timur guna mendukung terciptanya lingkungan pelayanan yang kondusif terhadap pengalaman layanan masyarakat. Pemilihan Objek penelitian didasarkan pada urgensi optimalisasi fasilitas pelayanan administrasi kendaraan bermotor yang memiliki frekuensi interaksi tinggi dengan masyarakat serta kebutuhan peningkatan kualitas pengalaman selama proses pelayanan berlangsung. Isu utama yang dikaji mencakup efektivitas alur pelayanan, kenyamanan fisik pengguna, dan kejelasan orientasi ruang sebagai faktor yang mempengaruhi kelancaran dan kualitas pelayanan publik. Proses perancangan menggunakan metode Interior Design Thinking yang terdiri dari dari lima tahapan utama, yaitu empathize, define, ideate, prototype, dan test.Tahapan perancangan diawali dengan pengumpulan data mengenai kebutuhan pengguna dan analisis kondisi eksisting ruang pelayanan, dilanjutkan dengan identifikasi permasalahan, perumusan ide rancangan dengan kebutuhan pengguna. Dalam upaya meningkatkan kualitas pengalaman pelayanan, konsep Quality of Service Experience dengan menerapkan User Centered Design (UCD) sebagai landasan perancangan interior. Konsep ini menitikberatkan pada peningkatan kenyamanan fisik, efisiensi alur pelayanan, serta kemudahan orientasi ruang untuk mendukung proses administrasi dan interaksi antara pengguna layanan dan petugas. Penelitian ini memberikan kontribusi berupa dasar konseptual perancangan interior ruang pelayanan publik yang berorientasi pada peningkatan pengalaman pelayanan dan mendukung kualitas penyelenggaraan layanan pemerintah.
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Public services are a fundamental aspect of supporting governmental functions and ensuring that societal needs are fulfilled. In the city of Surabaya, the growing demand for mobility and administrative access has led to the need for public service delivery that is more effective, efficient, and comfortable. This study focuses on the interior design of the service area of Samsat Manyar Surabaya Timur to support the creation of a service environment that is conducive to enhancing the user service experience. The object of study was selected based on the urgency of optimizing vehicle administration service facilities with high interaction frequency and the need to improve service experience during the administrative process. The main issues examined include the effectiveness of service flow, users’ physical comfort, and spatial orientation clarity as factors influencing the smoothness and quality of public service. The design process employs the Interior Design Thinking methodology, consisting of five main stages: empathize, define, ideate, prototype, and test. The design stage begins with data collection on user needs and analysis of the existing service space, followed by issue identification and the formulation of design ideas aligned with user needs. In an effort to enhance the quality of service experience, the Quality of Service Experience concept is applied by incorporating User Centered Design (UCD) as the foundation of the interior design approach. This concept emphasizes the improvement of physical comfort, service flow efficiency, and spatial orientation clarity to support administrative processes and interactions between service users and staff. This study provides a conceptual foundation for the interior design of public service spaces oriented toward improving the service experience and supporting the quality of government service delivery.

Item Type:	Thesis (Other)
Uncontrolled Keywords:	Pelayanan Publik, Quality of Service Experience, Interior Design Thinking, User Centered Design (UCD), Samsat, Public Space, Quality of Service Experience, Interior Design Thinking, User Centered Design (UCD), Samsat.
Subjects:	N Fine Arts > NK Decorative arts Applied arts Decoration and ornament > NK2115 Interior decoration
Divisions:	Faculty of Creative Design and Digital Business (CREABIZ) > Interior Design > 90221-(S1) Undergraduate Thesis
Depositing User:	Pingky Amelia
Date Deposited:	05 Aug 2026 06:10
Last Modified:	05 Aug 2026 06:10
URI:	http://repository.its.ac.id/id/eprint/144062

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