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All Journal Dia: Jurnal Administrasi Publik Reformasi : Jurnal Ilmiah Ilmu Sosial dan Ilmu Politik Jurnal Ilmiah Manajemen Publik dan Kebijakan Sosial Jurnal Mediasosian : Jurnal Ilmu Sosial dan Administrasi Negara Majalah Ilmiah Dian Ilmu Jurnal Pengabdian Masyarakat untuk Negeri (UN-PENMAS) Majalah Ilmiah Cahaya Ilmu Abdimas Indonesian Journal Jurnal Geosaintek International Journal of Multidisciplinary Reseach Variable Research Journal Socious Journal
Pramono, Sapto
Fakultas Ilmu Administrasi Universitas Dr. Soetomo
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Journal : International Journal of Multidisciplinary Reseach

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ANALYSIS OF COMMUNITY COMPLAINT HANDLING RESPONSIVENESS AS A STRATEGY FOR IMPROVING PUBLIC SERVICE QUALITY AT THE CIVIL SERVICE POLICE UNIT OF SUKOLILO DISTRICT, SURABAYA CITY Zulianingsih, Nur; Devy Pramudiana, Ika; Roekminiati, Sri; Pramono, Sapto
International Journal of Multidisciplinary Reseach Vol. 1 No. 5 (2025): Desember
Publisher : International Journal of Multidisciplinary Reseach

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Modern public services increasingly emphasize high responsiveness. However, the Civil Service Police Unit (Satpol PP) of Sukolilo District faces significant challenges in managing public complaints due to the high dynamics of public order disturbances in an area with dense socio-economic activity. This study aims to analyze the responsiveness of complaint handling as a fundamental strategy for improving the quality of public services, and to identify determinant factors that hinder the effectiveness of service recovery mechanisms at the district level. Employing a qualitative approach with a case study design, the research explores the dynamics of street-level bureaucracy. Data were collected through in-depth interviews with structural officials, field officers, and reporting citizens, complemented by participatory observation of service processes and a review of Standard Operating Procedure (SOP) documents. The analysis integrates service quality and complaint management theories to examine the dimensions of responsiveness and procedural reliability within the law enforcement ecosystem. The findings indicate that officers’ responsiveness remains suboptimal, as the actual average response time frequently exceeds the 1×24-hour standard due to resource constraints and the exercise of discretion that tends to be reactive to social media pressure (viral-based response). The service recovery mechanism is still partial and does not consistently address root causes, directly contributing to stagnant levels of public satisfaction. The study concludes that systemic transformation is essential, recommending real-time integration of digital complaint channels with patrol units and the adoption of a collaborative approach based on community participation to achieve adaptive and accountable services.
QUALITY OF PRIMARY HEALTH SERVICES IN COASTAL SAMPANG: PATIENT AND HEALTH OFFICER PERSPECTIVES Fery Gunawan , Moh.; Pramono, Sapto; Fatah , Zainal
International Journal of Multidisciplinary Reseach Vol. 2 No. 1 (2026): February
Publisher : International Journal of Multidisciplinary Reseach

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This study explores the quality of primary healthcare services in the coastal area of ​​Sampang, Madura, focusing on both patients' and healthcare providers' perspectives. The unique geographical, social, and cultural characteristics of the region present considerable challenges that impact service delivery. Key issues identified include limited accessibility due to geographic distance and inadequate transportation infrastructure, shortages of trained and competent health personnel, and insufficient medical facilities and logistical support. These factors contribute to delays in service provision, lower service quality, and decreased patient satisfaction. Additionally, communication barriers stemming from language differences and cultural diversity hinder effective interactions between healthcare providers and the community, affecting trust and adherence to medical advice. The strain on healthcare workers, who often face high workloads and limited professional development opportunities, further exacerbates service gaps. From the patient's viewpoint, barriers such as difficult access, unclear medical information, and cultural misalignment diminish perceived service quality and health outcomes. Meanwhile, healthcare providers struggle with resource constraints and logistical difficulties, especially under adverse weather conditions and challenging terrains. The study underscores the importance of a holistic, culturally sensitive approach to enhancing healthcare delivery in remote coastal regions. Recommendations include strengthening infrastructure, increasing workforce capacity, fostering culturally appropriate communication, and improving logistical systems. Policies should prioritize integrated strategies that address geographic, social, and resource-related barriers to ensure equitable and high-quality primary healthcare services for coastal communities. Overall, addressing these multifaceted challenges is essential for improving health outcomes and achieving universal health coverage in underserved coastal areas.
Co-Authors ., Sutarmin Agus Suryono Amirul Mustofa Augustinah, fedianty Bambang Santoso Haryono Budi Santoso Devy Pramudiana, Ika Dina Mardiana Dwijosusilo, Kristyan Falah, Faqim Adinul Fatah , Zainal Fatah, Zainal Fery Gunawan , Moh. Haryati, Eny Kurniasari, Winda Linggantara, I Made Pamudi Pamudi, Pamudi Pramudiana, Ika Devy Prawiradiredja, Sanhari Purdiono, Andri Putra, Ryco Tarnuwardhana Roekminiati, Sri Rudy Hermawan Sakinah, Wardatus Sarwono Sarwono Sayyidatul Khoiridah Sunarya, Aris Susanto, Soni Widyawati Widyawati Zulianingsih, Nur