Journal of Management Information and Decision Sciences (Print ISSN: 1524-7252; Online ISSN: 1532-5806)


Public perception on the quality of one stop public service mall

Author(s): Mansur, S., Yuliawati, E., Saragih, N., Daniel, R., Susilo, A., & Endri, E.

This research is conducted to learn the influence of excellent service in one-stop Public Service Mall (MPP) on public perception in DKI Jakarta during the government period of Basuki Tjahaja Purnama and Anies Baswedan. This research uses the theory of service of excellent and public perception. This research also uses a positivistic paradigm. Meanwhile as the method of the research, it uses quantitative explanatory survey. The population is respondents who have visited and processed permit documents in Jakarta Public Service Mall. The number of respondents who were used as research samples were 100 people who were obtained from public service Malls in Jakarta. The data is analyzed using rank-spearman correlation and includes simple regression analysis. The results show that excellent service has a positive effect on public perception by 31.8%, which includes the human dimension with staff applying three actions: Smile, Greeting, and Greet when helping the public in managing documents at the Jakarta Public Service Mall. Excellent service from the staff increases a good perception of the community which has implications for the aspect of community participation being important. Therefore, public service officers who provide service excellence have an effect on increasing public perception.

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