Analisis Kualitas Layanan dan Pengaruhnya Terhadap Tingkat Kepuasan Mahasiswa: Studi Pada Mal Pelayanan Publik Kota Magelang

Rania Palupi; Fadel Nurdiansyah; Maritsa Aini; Lola Aziza; Siti Asmarani; Joko Nugraha

doi:10.53697/iso.v5i1.2612

Authors

Rania Anindya Palupi Universitas Tidar
Fadel Riski Nurdiansyah Universitas Tidar
Maritsa Nurul Aini Universitas Tidar
Lola Rizky Aziza Universitas Tidar
Siti Anggun Asmarani Universitas Tidar
Joko Tri Nugraha Universitas Tidar

DOI:

https://doi.org/10.53697/iso.v5i1.2612

Keywords:

Kualitas Pelayanan, Mal Pelayanan Publik, Kepuasan Mahasiswa, Pelayanan Terpadu

Abstract

Penelitian ini bertujuan untuk menganalisis kualitas layanan publik di Mal Pelayanan Publik (MPP) Kota Magelang serta pengaruhnya terhadap tingkat kepuasan mahasiswa pengguna layanan, khususnya mahasiswa aktif Program Studi Ilmu Administrasi Negara Universitas Tidar angkatan 2024. Data dikumpulkan melalui penyebaran kuesioner kepada 88 responden yang dipilih dengan teknik purposive sampling. Penilaian kualitas layanan mengacu pada lima dimensi SERVQUAL, yaitu tangibles, reliability, responsiveness, assurance, dan empathy, serta menggunakan Survei Kepuasan Masyarakat (SKM) sebagai instrumen pengukuran. Hasil penelitian menunjukkan bahwa nilai rata-rata SKM sebesar 3,76 atau setara dengan nilai konversi 94,00, yang berarti mutu pelayanan MPP dinilai “sangat baik” oleh responden. Dimensi dengan skor tertinggi adalah perilaku petugas (97,75), sedangkan biaya/tarif mencatatkan nilai terendah (93,25), meskipun masih tergolong sangat baik. Temuan ini menggarisbawahi pentingnya kualitas interaksi interpersonal dalam meningkatkan kepuasan pengguna. Selain itu, masih terdapat ruang perbaikan terutama dalam aspek informasi dan digitalisasi layanan. Rekomendasi penelitian mencakup peningkatan kompetensi petugas, pemanfaatan teknologi digital, serta penyesuaian tarif yang adil. Penelitian ini diharapkan menjadi kontribusi praktis bagi pengelola MPP dan referensi akademik untuk pengembangan pelayanan publik yang lebih responsif, inklusif, dan berkelanjutan.

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