Complaint Service Management at the Manado City Government Public Service Mall

Abstract

The Public Service Mall (MPP) is a strategic innovation in the provision of integrated public services to improve efficiency, certainty, and ease of access to services for the public. However, its implementation in Manado City still faces various challenges, particularly in complaint service management. This study aims to assess the effectiveness of complaint management in the Manado City MPP using a qualitative approach and ten complaint management indicators according to Tjiptono, namely commitment, visibility, accessibility, simplicity, speed, fairness, confidentiality, recording, resources, and remedies. Data were collected through interviews, observations, and documentation from leadership elements, service implementers, and service users. The results of the study indicate that although policies and complaint facilities are available, their implementation has not been optimal due to gaps between policies and practices, weak socialization, limited human resources, and an unintegrated reporting system. Therefore, it is necessary to strengthen operational commitment, develop digital systems, increase human resource capacity, and improve procedures and feedback mechanisms so that complaint management can become an effective evaluation tool in improving the quality of public services in the Manado City MPP.