The Responsibility of Public Service Mall In Central Bengkulu Regency

Abstract

Public service is one of the important components in regional development. The Public Service Mall (MPP) in Central Bengkulu Regency was established to improve access and the quality of services to the community by integrating various public services in one location. In line with this, this research aims to understand the responsibility of the MPP in Central Bengkulu Regency in providing services to the community. This study uses a qualitative descriptive approach with interview and observation methods. The data sources consist of MPP employees and the community members who use the MPP services in Central Bengkulu Regency. Data analysis is conducted using thematic analysis to identify the factors influencing service responsibility. The results show that the level of responsibility among MPP employees is quite good. Some employees demonstrate a high level of responsibility, while others require improvement. Factors influencing the responsibility of MPP employees include competence, training, work culture, and facilities provided by the MPP. The community's perception of the services provided by the MPP is generally positive; however, there are some suggestions for improving service quality, especially regarding waiting times and clarity of information. This study concludes that the responsibility of MPP employees is influenced by various factors, including competence, training, work culture, and facilities. To improve service quality at the MPP, more intensive training programs, enhanced interagency coordination, and better facilities are needed.