Etika Pelayanan Publik Pegawai Front Office dalam Meningkatkan Citra Instansi Pemerintah di Mal Pelayanan Publik Kota Samarinda

Ilham Gangsar Permana ; Sarah Nur Falysa ; Fauzan Ma'arif ; Erin Safarida ; Nurhaliza Nurhaliza ; Sandy Sandy ; Diana Diana
Jurnal Relasi Publik 📅 2026 Vol 4, No 2 🔗 DOI: 10.59581/jrp-widyakarya.v4i2.6261
Abstract
This study aims to analyze the implementation of public service ethics by front office officers at the Public Service Mall (Mall Pelayanan Publik/MPP) of Samarinda City and its impact on the image of government institutions. As the frontline of public service delivery, front office personnel play a strategic role in shaping public perceptions and fostering public trust in government services. This research employed a qualitative descriptive approach, utilizing in-depth interviews with a functional licensing officer at the Department of Investment and One-Stop Integrated Services (DPMPTSP) of Samarinda City, supported by direct field observations. The findings reveal that the implementation of service ethics at the Samarinda MPP is guided by the principles outlined in Law No. 25 of 2009 on Public Services and the Minister of Administrative and Bureaucratic Reform Regulation No. 15 of 2014 concerning Service Standards. These regulations emphasize the values of integrity, professionalism, accountability, responsiveness, and inclusiveness in service delivery. Furthermore, effective coordination among service tenants, continuous improvement of employee competencies, and adaptation to digital systems such as the Online Single Submission (OSS) platform have contributed significantly to maintaining service quality. The study concludes that the consistent application of public service ethics enhances citizen satisfaction, strengthens public trust, and positively influences the image of government institutions in the community.
 
Keywords
Front Office; Front Office Officers; Institutional Image; Public Service Ethics; Public Service Mall
How to Cite

Ilham Gangsar Permana, et al. (2026). Etika Pelayanan Publik Pegawai Front Office dalam Meningkatkan Citra Instansi Pemerintah di Mal Pelayanan Publik Kota Samarinda . Jurnal Relasi Publik, 4(2). https://doi.org/10.59581/jrp-widyakarya.v4i2.6261

Ilham Gangsar Permana; Sarah Nur Falysa; Fauzan Ma'arif; Erin Safarida; Nurhaliza Nurhaliza; Sandy Sandy; Diana Diana, "Etika Pelayanan Publik Pegawai Front Office dalam Meningkatkan Citra Instansi Pemerintah di Mal Pelayanan Publik Kota Samarinda ," Jurnal Relasi Publik, vol. 4, no. 2, 2026.

Ilham Gangsar Permana; Sarah Nur Falysa; Fauzan Ma'arif; Erin Safarida; Nurhaliza Nurhaliza; Sandy Sandy; Diana Diana. "Etika Pelayanan Publik Pegawai Front Office dalam Meningkatkan Citra Instansi Pemerintah di Mal Pelayanan Publik Kota Samarinda ." Jurnal Relasi Publik, vol. 4, no. 2, 2026.

Ilham Gangsar Permana; Sarah Nur Falysa; Fauzan Ma'arif; Erin Safarida; Nurhaliza Nurhaliza; Sandy Sandy; Diana Diana. "Etika Pelayanan Publik Pegawai Front Office dalam Meningkatkan Citra Instansi Pemerintah di Mal Pelayanan Publik Kota Samarinda ." Jurnal Relasi Publik 4, no. 2 (2026).

Ilham Gangsar Permana, et al. (2026) 'Etika Pelayanan Publik Pegawai Front Office dalam Meningkatkan Citra Instansi Pemerintah di Mal Pelayanan Publik Kota Samarinda ', Jurnal Relasi Publik, 4(2). doi: 10.59581/jrp-widyakarya.v4i2.6261.

Ilham Gangsar Permana; Sarah Nur Falysa; Fauzan Ma'arif; Erin Safarida; Nurhaliza Nurhaliza; Sandy Sandy; Diana Diana. Etika Pelayanan Publik Pegawai Front Office dalam Meningkatkan Citra Instansi Pemerintah di Mal Pelayanan Publik Kota Samarinda . Jurnal Relasi Publik. 2026;4(2).

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