This research aims to analyze the quality of public services at the Public Service Mall
(MPP) of Tulungagung Regency based on the Community Satisfaction Survey (SKM).
Data were collected through questionnaires distributed to 85 respondents receiving
services at the MPP of Tulungagung Regency. The sampling technique used purposive
sampling to ensure an accurate representation of the population. Data analysis was
conducted quantitatively referring to the Regulation of the Minister of State Apparatus
Empowerment and Bureaucratic Reform (PANRB) of the Republic of Indonesia
Number 14 of 2017 concerning Guidelines for the Preparation of Community
Satisfaction Surveys on Public Service Provider Units. The nine elements of service
that are the focus of analysis include: requirements, systems, mechanisms and
procedures, completion time, fees/tariffs, specifications of service types, competence
of implementers, implementer behavior, handling complaints, suggestions and
feedback, as well as facilities and infrastructure. The research results indicate that the
Public Service Mall of Tulungagung Regency overall received a Community
Satisfaction Survey score of 3.40 and a Service Quality rating of "B". These findings
reflect the quality and satisfaction of public services at the Public Service Mall of
Tulungagung Regency, which can serve as a benchmark for evaluating service quality
in the future.
Keywords: Service Quality, Public Service Mall, Community Satisfaction Survey