Penelitian ini bertujuan untuk menguji pengaruh dari kualitas pelayanan publik (bukti fisik, kehandalan, ketanggapan, empati dan jaminan) yang diberikan oleh Mal Pelayanan Publik terhadap kepuasan masyarakat Kota Tarakan. Penelitian ini dilakukan di gedung Mal Pelayanan Publik Kota Tarakan menggunakan pendekatan kuantitatif melalui metode survei dengan instrumen penelitian berupa kuesioner. Pengambilan sampel dilakukan dengan menggunakan teknik non probability sampling melalui metode purposive sampling sebanyak 250 responden. Uji kualitas data pada penelitian ini dilakukan melalui uji validitas, uji reliabilitas dan uji asumsi klasik, sedangkan uji hipotesis dilakukan melalui analisis regresi berganda dan uji t. Berdasarkan pengujian hipotesis yang dilakukan menggunakan program Statistical Product and Service Solution (SPSS) versi 29.0, yang menunjukkan bahwa: Pertama, variabel bukti fisik berpengaruh secara positif terhadap kepuasan masyarakat. Kedua, variabel kehandalan berpengaruh secara positif terhadap kepuasan masyarakat. Ketiga, varibel ketanggapan berpengaruh secara negatif terhadap kepuasan masyarakat. Keempat, variabel empati berpengaruh secara negatif terhadap kepuasan masyarakat. Kelima, variabel jaminan berpengaruh positif terhadap kepuasan masyarakat.

Kata Kunci: Kualitas Pelayanan, Bukti Fisik, Kehandalan, Ketanggapan, Empati, Jaminan, Kepuasan Masyarakat

This Study intended to determine how Public Service Mall’s public service quality (physical evidence, reliability, responsivenees, emphaty, and assurance) affected Tarakan residents’ satisfaction. This study was conducted quantitatively at the Public Service Mall building using a survey method and a questionnaire. Purposive sampling of 250 respondents was used to conduct the sampling, which was selected using a non-probability sampling technique. This study’s data quality was tested through validity, reliability, and classic assumption tests, while hypothesis testing was determined through multiple regression analysis and t-test. Based on hypothesis testing using the Statistical Product and Service Solution (SPSS) program version 29.0, First, the variable physical evidence positively affected community satisfaction. Second, the reliability variable had a positive effect on community satisfaction. Third, the responsivenees variable had a negative effect on community satisfaction. Fourth, the emphaty variable has a negative impact on community satisfaction. Fifth, the guarantee variable had a positive effect on community satisfaction. Keywords: Service Quality, Physical Evidence, Reliability, Responsivenees, Emphaty, Assurance, Community Satisfaction