PENGARUH INOVASI PELAYANAN DAN KINERJA PEGAWAI TERHADAP KUALITAS PELAYANAN DI MAL PELAYANAN PUBLIK (MPP) KABUPATEN KLATEN

Abstract

Public services in Indonesia still face various obstacles, as reflected in the 2024 report by the Indonesian Ombudsman, which recorded 45.88% of complaints related to local government services. As part of bureaucratic reform, the government is developing service innovations through Public Service Malls (PSM) in accordance with Presidential Regulation Number 89 of 2021. One of the PSMs with a high number of visitors is the Klaten Regency PSM, which is expected to provide fast and integrated services. However, there are still complaints regarding the speed of the process, operating hours, and the attitude of employees. This study aims to analyse the influence of Service Innovation (X1) and Employee Performance (X2) on Service Quality (Y) at the Klaten Regency PSM, both partially and simultaneously. The method used is explanatory research with a quantitative approach through the distribution of questionnaires to 98 respondents using simple random sampling techniques. Data analysis was performed using Spearman's Rho validity test, Cronbach's Alpha reliability, Kendall's Tau (τ) correlation, Kendall's concordance (W), and the coefficient of determination (R²) using IBM SPSS 30. The results showed a positive and significant relationship between Service Innovation and Service Quality of 0.606 (R² = 60.2%) and between Employee Performance and Service Quality of 0.602 (R² = 56.6%). Simultaneously, both variables had a positive and significant effect on Service Quality of 0.758 (R² = 67.5%).