Analysis of Determinants of Public Service Quality at Public Service Malls in Bukittinggi City

The objective of this study is to identify and analyze the factors that influence the quality of public services at the Public Service Mall in Bukittinggi City. The population in this research includes all members of the public who used Public Service Mall services during the period from January to December 2024, totaling 44,793 individuals. The sample consisted of 150 respondents, determined using the approach of five respondents per indicator (30 indicators × 5). Data were collected through the distribution of questionnaires using a Likert scale, which had previously been tested for validity and reliability. The analytical technique used in this study was multiple linear regression. The results of the study show that the five independent variables (budget availability, technology utilization, infrastructure condition, changes in policies and regulations, and the competence and professionalism of human resources) have a positive and significant influence on the quality of public services, both partially and simultaneously. Thus, these five factors are important determinants in achieving high-quality public service delivery at the Public Service Mall in Bukittinggi City.