Performance Evaluation of Public Service Mall (Mall Pelayanan Publik) in Indonesia using the Balanced Scorecard
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Abstract
The provision of public services in various regions in Indonesia began to be integrated into the public service mall (PSM) or Mall Pelayanan Publik (MPP), an expansion of the Office of Investment and One-Stop Integrated Services (DPMPTSP). The evaluation of public services showed a significant increase in the public service achievement index (Kemenpan RB, 2021). However, this evaluation was based on the perspective of the public as service users, whilst other crucial perspectives, namely internal processes, employee learning, and growth, and finance, are yet to be considered. For the comprehensive performance evaluation, a Balanced Scorecard (BSC) was employed in this study. This study aims to measure the performances of 11 MPP using the scorecard, in which the scores can be used as a basis for improvement and reinforcement of MPP in the future. By using a mix method approach, the results found that two aspects, finance and employee learning and growth, experience the lowest score. Meanwhile, two other dimensions (service quality and internal processes) obtained optimum results. These findings bring a main recommendation to revisit the nomenclature of MPP: expected to adopt data and authority integration, improve management clarity, and enhance organization capacity and capability.
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RAHAYU, Amy Yayuk Sri et al.
Performance Evaluation of Public Service Mall (Mall Pelayanan Publik) in Indonesia using the Balanced Scorecard.
Policy & Governance Review, [S.l.], v. 6, n. 2, p. 123-140, june 2022.
ISSN 2580-4820.
Available at: <https://journal.iapa.or.id/pgr/article/view/570>. Date accessed: 26 mar. 2026.
doi: https://doi.org/10.30589/pgr.v6i2.570.
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This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
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Aguinis, Herman. 2013. Performance Management, third edition, Pearson Publisher.
Amstrong, Michael . 2006. P erf ormance Management, Key Strategist and Practical Guidelined. 3rd Edition. Kogan Page, London.
Aronson, J. R. (1985). Public finance. McGraw-Hill Companies.
Askim, J., Fimreite, A. L., Moseley, A., & Pedersen, L. H. (2011). One-Stop Shops For Social Welfare: The Adaptation of An Organizational Form in Three Countries. Public Administration, 89(4), 1451-1468
Astuti, S., & Prasetyono, D. (2017). Innovation Development to Increase Local Competitive Advantage in Mojokerto Regency. Policy & Gover nance Review, 1 (3), 189-200. doi:10.30589/pgr.v1i3.56
Bappenas. (2019). Indonesia Growth Diagnostics: Strategic Priority to Boost Economic Growth. Bruijn, de Hans (2010): Managing Performance in The Public Sector, Routledge, London
Bruijn, de Hans (2010): Managing Performance in The Public Sector, Routledge, London
Brown, L. M., & Posner, B. Z. (2001). Exploring the relationship between learning and leadership. Leadership & Organization Development Journal.
Chapman, D., dan T. Cowdell. (1998). New Public Sector Marketing. Peason, Harlow.
Creswell, J. W., & Miller, D. L. (2000). Determining validity in qualitative inquiry. Theory into practice (3rd Edition, Vol. 39).
Denhardt, J. v, & Denhardt, R. B. (2015). The new public service: Serving, not steering. . Routledge.
Farnham, D. & Horton, S. (1996). Managing People in the Public Services.
Grönroos, C. (2001). The perceived service quality conceptâ€"a mistake? Managing Service Quality: An International Journal, 11(3), 150â€"152. https: //doi.org/10.1108/09604520110393386
International Federation of Accountants. (2012). Integrated Governance for Sustainable Success.
Igrioglu, G., A. O stryand M. Allam (2020), "Integrated Governance for Coherent Implementation of the SDGs in Egypt", OECD Working Papers on Public Governance, No. 35, OECD Publishing, Paris, https://doi. org/10.1787/524b2c85-en.
Kementerian PAN-RB, 2017. Peraturan Menteri PAN-RB, Nomor 23 Tahun 2017 tentang Penyelenggaraan Mal Pelayanan Publik.
Jatmikowati, S. H., Dinata, C., & Noorsetya, B. (2020). Strengthening Public Administration with Good Collaborative Governance (Government and Civil Society Organizations Relation for Development Countries in Decentralization Era: Case Studies in Malang Regency) Sri Hartini Jatmikowati1, Chandra Dinata2 (, Bambang Noorsetya). https://dx.doi. org/10.2991/aebmr.k.200305.197
Jones, G. R., & Jones, G. R. (2013). Organizational theory, design, and change . Pearson.
Jana Kunicova, Zubair Bhatti, Aziza Umarova. (2017). One-stop Shops and The Human Face of Public Services. One-stop shops and the human face of public services (worldbank.org)
Kaplan, R. S., & Norton, D. P. (1992, January). The Balances Scorecard-Measures that Drive Performance. Harvard Business Review, 70(1), 71â€"79.
Kaplan, R. S., & Norton, D. P. (1996). Using the balanced scorecard as a strat eg ic management system.
Kotler, P., dan Keller, K. L. (2009) Marketing management (13th ed). New Jersey: Pearson Education Inc, Upper Saddle River
Kementerian PAN-RB . (2020). Membang un Pertumbuhan Ekonomi Lewat Mal Pelayanan Publik. . https://menpan.go.id/site/berita- t er k ini/membangun-pertumbuhan-ekonomi-lewat-mal-pelayanan-publik
Kiyoya, Y. (2019). Assessing Beneficiaries’ Healthcare Satisfaction under National Health Insurance in Dar es Salaam Region, Tanzania. Policy & Governance Review, 3(2), 91-106. doi:10.30589/pgr.v3i2.128
Law Number 22 of 1999 concerning Regional Government
Law Number 25 of 1999 concerning Financial Balance between Regional Government and Central Government
Law Number 25 of 2009 concerning Public Services
M.A. Wimmer. (2002). Electronic Commerce Research and Applications, pp. 92-103
Nurhidayati, D. (2019). Does Digital Public Service Complaint Promote Accountability? A Comparative Analysis of Upik Yogyakarta and Qlue Jakarta. Policy & Governance Review, 3(2), 127-141. doi:10.30589/pgr.v3i2.139
Neo, B. S., & Chen, G. (2007). Dynamic governance: Embedding culture, capabilities and change in Singapore . World Scientific.
Niven, P. R. (2002). Balanced scorecard step- by-step: Maximizing performance and maintaining results. John Wiley & Sons.
Niven, P. R. (2008). Balanced scorecard: Step-by- step for government and nonprofit agencies. John Wiley & Sons.
OECD. (2015). Government at a Glance 2015. OECD. https://doi.org/10.1787/gov_glance-2015- en
Ombudsman Republik Indonesia, (2019). Buruk, Pelayanan Pemda Paling Banyak Dikeluhkan ke Ombudsman. Buruk, Pelayanan Pemda Paling Banyak Dikeluhkan ke Ombudsman-Ombudsman RI
Parasuraman, A., Zeithaml, Valerie A. & Berry, Leonard L. (1988) “SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality,†Journal of Retailing, vol. 64(1), p. 12-40
Patton, M. Q. (1997). Toward distinguishing empowerment evaluation and placing it in a larger context. Evaluation Practice, 18(2), 147-163.
Prasad Lamsal, B., & Kumar Gupta, A. (2022). Citizen Satisfaction with Public Service: What Factors Drive?. Policy & Governance Review, 6(1), 78-89. doi:10.30589/pgr. v6i1.470
Presidential Regulation Number 89 of 2021.
Poister, H. Theodore. 2003. Measuring Performance in Public & N on-Profit Organiz ations. Jossey-Bass
Puryatama, A. F., & Haryani, T. N.. (2020). Pelayanan Prima Melalui Penyelenggaraan Mal Pelayanan Publik di Indonesia. Jurnal Studi Kepemerintahan, 3(1), 40-54. https:// doi.org/10.35326/kybernan.v1i1.580
Retnandari, N. (2017). Bela Beli Kulon Progo as A Policy for Strengthening The Capacity of Local Economy. Policy & Governance Review, 1(2), 109-124. doi:10.30589/pgr.v1i2.48
Sartika, D. (2019). Urgency of State Administration Innovation System (SINAGARA) on Regional Government Performance. Policy & Gover nance Review, 3 (3), 244-257. doi:10.30589/pgr.v3i3.130
Scholta, H., Mertens, W., Kowalkiewicz, M., & Becker, J. (2019). From one-stop shop to no- stop shop: An e-government stage model. Government Information Quarterly, 36(1), 11-26
State Gazette of the Republic of Indonesia of 2016 Number 1906.
Stufflebeam, D. L. (1973). A conceptualization of evaluation. American Educational Research Association.
Tambouris, E. (n.d.). An integrated platform for realising online one-stop government: the eGOV project. 12th International Workshop on Database and Expert Systems Applications 359â€"363. https://doi.org/10.1109/DEXA.2001.953087
Treasury, H. M. (2014). Public Service Transformation: Introductory guide to evaluation
Troy Segal, & Yarilet Perez. (2021). One-Stop Shop.
Wahyudi, A., Sartika, D., Heru Wismono, F., Erinda Ramdhani, L., Rosliana, L., Kusumaningrum, M., & Zakiyah, S. (2020). Investigating Or g anizational and Human Resource Capacity of Village Government: A Case Study in Kutai Kartanegara Regency. Policy & Governance Review, 4(2), 99-115. doi:10.30589/pgr.v4i2.267
Wallace, Mike; Fertig,Michael; Schneller, Eugene (2007); "Managing Change in the Public Services". By Blackwell Publishing Ltd. Australia
Windrum, Paul and Koch, Per, (2008); "Innovation in Public Services". Published by Edward Elgar Publishing Limited, Glensanda House, Montpellier Parade, Cheltenham