Optimalisasi Kualitas Penyelenggaraan Pelayanan Publik pada Mal Pelayanan Publik Kota Cimahi: Analisis Servqual dan Soar

Muhamad Waris Yuskan, Dadang Suwanda, Baharuddin Thahir

Abstract


This study aims to analyze public service quality through the ServQual framework, identify strategic factors through SOAR analysis, and formulate evidence-based optimization strategies. Using a qualitative descriptive method with a single case study design, data were collected through in-depth interviews, FGDs, observations, and document analysis involving 19 purposively selected informants. ServQual analysis reveals an overall gap of -1.09 (E=4.46; P=3.37), with Tangibles as the most critical dimension (-1.67) due to IT system downtime occurring 3–5 times monthly and queue formation phenomena beginning at 03:00–04:00 AM. SOAR analysis identifies strengths based on modern infrastructure and positive track records, opportunities from the national GovTech agenda, collective aspirations toward zero-hassle MPP, and eight measurable target results. The synthesis of both analyses produced 10 strategy clusters across three implementation phases. This research proposes ServQual-SOAR integration as an original analytical framework for MPP optimization that can be adopted nationally.

Keywords


Public Service Mall, ServQual, SOAR, Public Service Quality, Optimization, Bureaucratic Reform

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DOI: http://dx.doi.org/10.33087/ekonomis.v10i1.2846

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