Marom, Aufarul and Nurcahyanto, Herbasuki (2022) Analysis of the "Service Triangle Model" in the Development of User-Oriented Public Services at DPMPTSP Semarang Regency. In: International Conference Proceeding ICISPE Universitas Diponegoro 22 EMBRACING GLOBAL TRANSFORMATION: COLLABORATIVE INNOVATIONS TROUGH SOCIAL AND POLITICAL RESEARCH 7-8 SEPT 2022. ICISPE Fisip Undip, Semarang. ISBN ISSN 2593-7650 (Submitted)

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Abstract

The public service system is a unified whole of a series of interrelated services. If part of a service
system is disturbed, it will disrupt the entire service. One of the service system models that are user-oriented is
the “Service Triangle Model” which requires a Service Strategy, Human Resources and Customer Service
System. It is from these three components that the quality of a user-oriented public service system can be seen.
This research tries to analyze how the “Service Triangle Model” is implemented in the DPMPTSP (Dinas
Penanaman Modal dan Pelayanan Terpadu Satu Pintu = Investment Service and One Stop Service) Semarang
Regency. This research is a descriptive qualitative type of research so that it takes several sources as informants
who come from officials or officers who become public servants, besides that informants come from users of
these services. The results of this research indicate that the Service Triangle Model has been implemented well
in the DPMPTSP Semarang Regency in an effort to develop user-oriented public services. The steps taken to
get service are generally in accordance with the wishes of the user, starting from taking the queue number,
while waiting in the waiting room to getting service at the service desk. From the HR side, the officers also
have good skills, show friendliness, with a neat appearance. The information and facilities available are also
quite adequate. There are only complaints about the limited parking space. The suggestion that needs to be
conveyed is the need for an integrated Public Service Mall
Keywords: Service Triangle Model, Service Strategy, Human Resources, Service System

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