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All Journal GOVERNANCE: Jurnal Ilmiah Kajian Politik Lokal dan Pembangunan Soshum: Jurnal Sosial dan Humaniora
Ayu Amalia
Universitas Hasanuddin
Arts Humanities Education Environmental Science Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Social Sciences

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The Influence of Public Service Justice in Complaint Handling at the Secretariat General of DPR RI Arifin Fajar Putera; Ayu Amalia; Shanty Irma Idrus
Soshum: Jurnal Sosial dan Humaniora Vol. 15 No. 2 (2025): July 2025
Publisher : Unit Publikasi Ilmiah, P3M, Politeknik Negeri Bali

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31940/soshum.v15i2.98-108

Abstract

Public complaints play a critical role in providing feedback on service delivery, enabling institutions to enhance performance, promote accountability, and uphold social justice. This study examines the influence of perceived justice in complaint handling on public satisfaction within the Secretariat General of the House of Representatives of the Republic of Indonesia (DPR RI). Adopting a quantitative approach, data were collected from 258 respondents—comprising civil servants, private-sector employees, professionals, NGO workers, and the general public—using a Likert-scale questionnaire distributed via Google Forms. This research focuses on three dimensions of justice: distributive, procedural, and interactional. The findings indicate that interactional justice—encompassing respectful treatment, clear communication, and ethical behavior—has the strongest impact on public satisfaction. These results underscore the importance of interpersonal engagement during the complaint resolution process as a key factor in shaping public trust and improving institutional image. The novelty of this study lies in its comprehensive analysis of justice perceptions in the context of a legislative institution’s complaint management system—an area that has been relatively underexplored in prior research. Unlike existing studies that primarily focus on executive or frontline service agencies, this study provides new insights into how justice-based approaches in legislative complaint handling can enhance public service responsiveness, transparency, and credibility.
ADAPTIVE GOVERNANCE IN THE DEVELOPMENT OF COMMUNITY INFORMATION GROUPS AS A MEDIUM FOR PUBLIC INFORMATION AND TRANSPARENCY AT THE DEPARTMENT OF COMMUNICATION AND INFORMATICS OF SOPPENG REGENCY Ayu Amalia; Arifin Fajar Putera; Andi Muhammad Rusli; Suhardiman Syamsu
GOVERNANCE: Jurnal Ilmiah Kajian Politik Lokal dan Pembangunan Vol. 13 No. 4 (2026): 2026 April
Publisher : Lembaga Kajian Ilmu Sosial dan Politik (LKISPOL)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56015/gjikplp.v13i4.793

Abstract

This study examines the implementation of adaptive governance in the development of Community Information Groups (KIM) as a medium of public information and transparency in Soppeng Regency, Indonesia. Adaptive governance emphasizes collaboration, learning, flexibility, and resilience in responding to complex governance challenges. Despite the normative mandate for KIM to serve as a community-based communication platform, their practical implementation remains fragmented and underutilized. Using a qualitative research design, data were collected through in-depth interviews with officials of the Department of Communication and Informatics (Diskominfo) of Soppeng Regency, KIM managers, and community representatives, complemented by documentation and observation. The findings reveal that while initial steps have been taken to integrate KIM into the regional digital governance agenda through the SPBE framework and digital platforms such as SRIKANDI and the Soppeng Command Center, significant gaps remain in practice. Collaboration between KIM, government agencies, and local communities is still sporadic; capacity-building efforts through digital literacy training lack continuity; flexibility in adapting digital innovations to local contexts is constrained by infrastructural limitations; and resilience is weakened by insufficient funding, limited human resources, and generational gaps in participation. This research highlights the need for institutionalized collaborative forums, sustained mentoring systems, equitable digital infrastructure, and strengthened organizational resilience to optimize KIM’s role. By applying adaptive governance, KIM can become a more effective medium for participatory communication, transparency, and inclusive development. The study contributes to both theoretical discourse on adaptive governance and practical recommendations for local governance reform.
Co-Authors A.M. Rusli Arifin Fajar Putera Arifin Fajar Putera Shanty Irma Idrus Suhardiman Syamsu