The government has consistently endeavored to enhance community welfare by improving public services, empowering communities, and fostering increased community participation. In this new service paradigm, the public is regarded as the service user, while the government assumes the role of the service provider. This study seeks to gain insights into the public’s perceptions of the licensing service process at the Office of One Stop Integrated Services and Investment in Ternate City. This research takes a qualitative approach, focusing on comprehending the socially constructed nature of reality. Specifically, it aims to address how social experiences are shaped and given meaning. This understanding is rooted in the belief that humans are symbolic beings who actively seek meaning in their lives. The findings of this study reveal that the public still expresses grievances and disappointments concerning the standard service procedures presented by service officers, particularly in terms of providing information on all types of services to the community. Furthermore, certain costs must be incurred by business operators due to incomplete submitted files, which result in further delays in processing. Additionally, the extended processing time (ranging from 7 to 30 days) for licensing services by officers can lead to additional costs borne by society.
Keywords: maladministration, One Stop Service, licensing service