Evaluasi Kualitas Pelayanan Terintegrasi Melalui Mal Pelayanan Publik (MPP) di Era Transformasi Digital di Kota Sorong
Abstract
Digital transformation has become one of the government's priorities to improve the quality of public services. The Public Service Mall (MPP) of Sorong City is an innovation in integrated services aimed at facilitating public access to various government services in one location. This study aims to evaluate the quality of integrated services at the MPP of Sorong City using public service quality indicators such as tangibles, reliability, responsiveness, assurance, and empathy, as well as reviewing the integration of digital services implemented. The research method used is descriptive qualitative through data collection from observation, documentation, and literature study. The evaluation results show that the MPP of Sorong City has provided easy access and service efficiency; however, there are still challenges in the utilization of digital technology, such as system incompatibility between agencies, limited information technology infrastructure, and uneven digital literacy among the community. This study recommends improving the integration of digital systems between agencies, training human resources, and strengthening public education to optimize digital-based services at the MPP of Sorong City.
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