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All Journal Ilmu Administrasi Publik Jurnal Administrasi Negara Jurnal Ilmiah Pendidikan Pancasila dan Kewarganegaraan JAKPP : Jurnal Analisis Kebijakan & Pelayanan Publik International Journal of Nursing and Health Services (IJNHS) Jurnal Ilmiah Ecosystem Journal of Law Science Jurnal Riset Akuntansi Aksioma Edum Journal Musamus Journal of Public Administration JAS (Jurnal Agri Sains) ESTIMASI: Journal of Statistics and Its Application Jurnal Kebidanan Malakbi Akrab Juara : Jurnal Ilmu-ilmu Sosial Alauddin Journal of Mathematics Education (AJME) Journal La Bisecoman Kabanti : Jurnal Kerabat Antropologi Shautuna: Jurnal Ilmiah Mahasiswa Perbandingan Mazhab Kharisma Tech JURNAL SIPISSANGNGI: Jurnal Pengabdian Kepada Masyarakat Journal of Management and Administration Provision Indonesian Research Journal on Education Jurnal Edukasi dan Pengabdian kepada Masyarakat (JEPKM) Matrix: Jurnal Pendidikan Matematika Haga Journal of Public Health (HJPH) HYPOTHESIS : MULTIDISCIPLINARY JOURNAL OF SOCIAL SCIENCES Bersama: Jurnal Pengabdian Kepada Masyarakat
Hasniati, Hasniati
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Religion Agriculture, Biological Sciences & Forestry Arts Humanities Biochemistry, Genetics & Molecular Biology Chemistry Civil Engineering, Building, Construction & Architecture Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Energy Engineering Environmental Science Health Professions Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Materials Science & Nanotechnology Mathematics Medicine & Pharmacology Nursing Physics Public Health Social Sciences Other

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Journal : Jurnal Administrasi Negara

 1 
COMPLAINT MANAGEMENT PADA SEKRETARIAT JENDERAL DEWAN PERWAKILAN RAKYAT REPUBLIK INDONESIA Putera, Arifin Fajar; Hasniati, Hasniati; Tamma, Sukri; Amalia , Ayu
Jurnal Administrasi Negara Vol 30 No 3 (2024): Jurnal Administrasi Negara
Publisher : Politeknik STIA LAN Makassar

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33509/jan.v30i3.3232

Abstract

Public trust in the performance of the bureaucracy in parliament is increasingly weakening because the apparatus is deemed not to show professionalism in completing its duties. This is reflected in the number of complaint letters that have not been resolved. Complaint handling strategies are an important part of managing community relations towards public participation. The Secretariat General of the House of Representatives of the Republic of Indonesia is required to provide quality services in accordance with established standards and be accessible to all levels of society. This research aims to analyze complaint services at the Secretariat General of the Indonesian People's Representative Council. The research method uses a qualitative descriptive approach. Data collection techniques in this research include interviews, observation and document review. This research uses four important aspects in handling complaints, which consist of empathy, responsiveness, fairness, and accessibility. Data collection was carried out in this research through direct interviews with informants who served at the Secretariat General of the House of Representatives of the Republic of Indonesia who were considered able to provide information related to complaint management. The results of research conducted at the Secretariat General of the People's Representative Council of the Republic of Indonesia regarding complaint management can be said to be quite good. However, there are still several aspects that need to be improved in complaint management, such as empathy, fairness and responsiveness
Co-Authors A. Muin, Muhammad Irham Abbas, Risma Abdullah, Muh Tang Abdullah, Muh.Tang Abdullah, Nurjannah Abdullah, Tang Abubakar, Achmad Adam Adam Adam, Aenal Fuad Agussalim, Anggit Aulia Ahmad Ismail Ahmad, Badu Ahyar Muawwal Alwiah Musdar, Izmy Amalia , Ayu Andi Patta Yusuf Anniza, Nurul Asnuddin, Asnuddin Astina Astina, Astina Bahrul Ulum Ilham, Bahrul Ulum Biana Adha Inapty, Biana Adha Daud, Jumerti Debi Novita Siregar Endang Sari, Endang Eni Indriani Fernanda, Raisya Putri Fitriani Fitriani Gita Susanti, Gita Haerul, Haerul Haning, Mohamad Thahir Haning, Mohammad Tahir Harbaeni, Harbaeni Hasriati Hasriati, Hasriati Hayati Hayati Ibrahim , Akmal Ibrahim, Akmal Ibrahim, Muh Akmal Ibrahim, Muh. Akmal Ibrahim, Muhammad Akmal Irmawati Irmawati Iskandar Iskandar Iskandar, Didik Istiqomah, Nurmala Kada, Maria Kurnyata Rante Karman Lanani Kasogi, Muh Adnan Khalisah Latuconsina, Nur Kherunnisa, Kherunnisa Koichi, Ohashi Leni Saleh, Leni Lilianti, Lilianti Majid, Ahmad Farham Mappisabbi, Muhammad Fadli Masriadi, Masriadi Mayasari, Hartini Monalisa Monalisa Mubasyisyir, Mubasyisyir Muh. Yunus Muhammad Rusdi Nara, Nurdin Nursalam Nursalam oktamarina, lidia Pagarra, Firman Pamita Sari, Rinanthy Pamuti Pamuti Pauzi, Rizal Pulubuhu, Dwia Aries T Putera, Arifin Fajar ramadani, Novita Renny Renny Rianti, Desi Saldy Yusuf Sarty Siti Nurbaya Sitinjak, Hasnah Sri Wahyuni sukri Sukri, sukri Sumiratin, Endang Suratmi, Lily Syahriani Syahriani, Syahriani Syahribulan Syahribulan, Syahribulan Syahruddin Syahruddin Syarbiah, Sarty T. Tikson, Deddy Tamma, Sukri Tikson, Deddy T. Usman Usman W, Muhammad Fahreza Waicang, Rode Winarto, Wilson Yacoline Pailungan, Ferly