Analysis on Mobile Samsat’s Public Service Quality

Abstract. Quality improvement in public service has become a major concern in government institutions in their effort toprovide the public with maximum service. It is also a major concern for Samsat (One-Roof System) institutions in Jakarta,Bogor, Tangerang, Bekasi (Jabodetabek). The purpose of this study is to analyze the quality level of the service providedby Mobile Samsat units in Jabodetabek. The study uses the quantitative approach in order to illustrate the gap betweenconsumer expectation of public service and consumer perception of the actual service, based on five dimensions: reliability,responsiveness, assurance, empathy, and tangibility. Measurement results of the five dimensions show that customers find theservice provided by Mobile Samsat in Jabodetabek to be unsatisfactory.Keywords: service quality, public service,one-roof syste