Abstract :

Public service is an inherent obligation of the state to its citizens, as clearly regulated in the Constitution of the Republic of Indonesia (1945). The enhancement of public service quality must be conducted promptly, easily, affordably, safely, and comfortably for the community. This study aimed to identify and analyze the management of public services carried out in an integrated manner for all types of services in one place through the establishment of a Public Service Mall (PSM). A normative (doctrinal) approach was used, and qualitative descriptive analysis serves to describe or provide an overview of the researched object as it is, without intending to draw conclusions that apply universally. The research results indicate that the establishment of the Public Service Mall in Semarang City is a manifestation of the commitment of the Semarang City Government to establish adaptive policies in responding to the community’s needs for service convenience, achieved through innovation, integration, and bureaucratic reform.

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Keywords :

Adaptive Policy, Public Service Mall, Service Quality

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