Analisis Kualitas Pelayanan Publik Perspektif Collaborative Governance di Mal Pelayanan Publik Kota Bandung

Abstrak

This study aims to analyze public service quality at the Bandung Municipality Public Service Mall (MPP) from a Collaborative Governance perspective. A qualitative approach with descriptive methods was used to focus the study on concrete problem-solving and service quality improvement. Data collection was conducted through observations, secondary data, and in-depth interviews with the DPMPTSP, service outlet officers, and service users. The results indicate that the Bandung Municipality MPP successfully met all dimensions of Collaborative Governance theory. In the starting condition, collaboration is driven by a shared vision and non-financial incentives. Facilitative leadership is demonstrated through DPMPTSP's active role in coordinating budgets and operational structures. In institutional design, the legality of collaboration is formally strengthened through MoUs and Cooperation Agreements (PKS), while the collaborative process is realized through quarterly evaluation meetings and shared communication media. Although Public Satisfaction Survey (SKM) scores were very good, this study concluded that several technical obstacles persist, such as limited operating hours due to scarce human resources, the absence of an independent institution, limited parking spaces, and the Gampil for Public application not presenting real-time queue data. Practically, these results serve as concrete input for managers to develop active collaborative innovations to maintain prime public services. Theoretically, this research is expected to enrich studies, increase knowledge, and contribute to the development of public administration science.