The ANALYSIS OF QUALITY PUBLIC SERVICES TO ACHIEVE GOOD GOVERNANCE

Abstract

This research analyzes the quality of public services as a key factor in achieving good governance in Indonesia, highlighting the implementation of the Public Service Mall (MPP) as an innovative government solution. The background of the study is based on various challenges in public services, such as bureaucratic dominance, low accountability, lack of competition, and minimal public awareness of service rights. This research aims to identify the inhibiting and driving factors of public service quality and evaluate the effectiveness of MPP in improving transparency, efficiency, and accountability of services. The method used is literature review with secondary data analysis from related literature and regulations. The research results show that the MPP (One-Stop Public Service) successfully simplifies the bureaucratic process, accelerates service time, and facilitates public access to various services in one integrated location, both in-person and digitally. Digital innovations such as online queue applications and the integration of information systems have proven effective in reducing the potential for illegal levies and increasing public trust. However, challenges are still found in technology adaptation by employees, the equitable quality of services in regions, and low public literacy regarding rights and service procedures. Recommendations and suggestions put forward include the need for ongoing training for staff, strengthening socialization to the public regarding service rights, and accelerating the digitization of services nationally. The government is advised to expand the implementation of MPP as a strategic solution for the modernization of public services and strengthening good governance, so that the principles of good governance can be realized and its benefits are felt equally by the entire community.