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Kualitas Pelayanan Pengaduan Kasus Kekerasan Anak Di Dinas Pemberdayaan Perempuan dan Perlindungan Anak Kota Palu Pratama, Putra; Intan, Intan; Manda, Manda; Amalia, Rezki; Diva, Diva; Mustainah, Mustainah; Kurnia, Intam; Haryono, Dandan
Jurnal ADMINISTRATOR Vol. 7 No. 2 (2025)
Publisher : Sekolah Tinggi Ilmu Administrasi (STIA) Pembangunan Palu

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55100/administrator.v7i2.112

Abstract

This study aims to analyze the quality of complaint services for child abuse cases at the Office of Women’s Empowerment and Child Protection (DP3A) of Palu City in supporting child protection efforts. The study focuses on five dimensions of service quality: responsiveness, assurance, tangibles, empathy, and reliability. This research employs a descriptive qualitative approach. Data collection techniques include in-depth interviews, observations, and documentation. The informants in this study consisted of the Head of the Child Abuse Division, service staff, and data operators, who are directly involved in the process of receiving and handling complaints. Data analysis was conducted through data condensation, data display, and conclusion drawing. The findings reveal that the dimensions of responsiveness, assurance, tangibles, and empathy have been implemented quite effectively. Officers are able to provide initial responses, explain service procedures, and demonstrate concern for complainants and victims. Facilities such as service rooms and counseling rooms are available, although improvements in comfort are still needed. However, reliability has not been optimal due to delays in case follow-up, inconsistent progress information, and cross-sector coordination barriers, which reduce public trust. The study concludes that the quality of complaint services for child abuse cases at DP3A Palu City is not yet optimal.
Co-Authors Abdul Rivai Abdul Rivai Adika Tirta Atansyah Adinda Podung Adinda Prameswary Putry Adji, Vita Adonia Adriansa, Muhammad Wandi AGUS PRASTYAWAN AGUS PRIYANTO Agusta Sri Astuti Alamsyah, Andri Alya Sasabila Yabiy Amalia, Miftah Amalia, Rezki Amelia Amelia Anesyana, Dewi parwati Ani Susanti Anisa Auliya Anwar Sanusi Ardianti, Meri Askar Mayusa Asran, Asran Astriana, Yuyun Aura, Audietya Chantieka Bahtiar Bahtiar Bakri, Nuraini Borman, Mohammad Riski Buluade, Irmawati Busran Busran Cicip Zemi Permadi Cisadane, Maharani Aulia Citra Lestari Damay Rusli Damay Rusli Daswati Daswati Desinta Desinta Desy Desy, Desy Devina, Adhe Dian Andriani Dian Andriani, Dian Dinda Ayu Sintawati Diva, Diva Dwitama, Rezdha Elin Elin Esra Citra Togatorop Eva Afrilia Evi Silviana Fadilatunisa Fadilatunisa Fadli Abd. Pattah, Moh. Fani Fani Faradila Oktafiani Fatahillah, Raihan Fathur Rahman Fidya Fidya Fitrina, Fitrina Frans Johannes Lambok Lumban Tobing Hamsa, Ma’mun Hardianti, Dina Hasanuddin Hasanuddin Hasbullah Hasbullah Hasnah Hasrul Hasyim Herry Yohanes Pinontoan Hussain, Sajjad I Kade Sindya Sanjaya Imelda Turisna Mariana Joka Indriani, Niluh Indriyani Indriyani Intam Kurnia Intan Intan Irwan Waris Istiqamah, Andi Nurul Jihan Dzalfana Juniani, Hanifa Juniva Juniva Kamasi, Jesika Julianti Natalia Khattab, Syahrudin Kristian, Kristian Kurniawan, Rendy Lapasila, Isna Lena Marlina Lia Natalia Sonda Lufira, Lufira Lutfiani, Lutfiani M Syukur M. Mau, Rusli M.Syukur, M.Syukur M.Yogi Pratama M Manda, Manda Manggasing, Nasir Mangngasing, Nasir Mardhatilla, Zakia Mastang, Mastang Matimpas, Daniel Charis Maulidina, Cantika Meldi Amijaya Mertina, Serly Mohammad Irfan Mufti MUHAMMAD AGIL Mustainah Mappatoba Nabilla, Desyha Nafadillah Nafadillah Nasir Mangngasing Nasrullah Nasrullah Nasrullah Nasrullah Nawawi Natsir Nawawi, Muh Nazwa Nazwa Nofitri, Nofitri Norma Norma Nur Adha Kausen Nur Aisyah Nur Aisyah Nur Akifa, Sri Nur Alamsyah, M. Nuraisyah Nuraisyah Nuraisyah Nuraisyah Nuraisyah Nuraisyah Nuraisyah Nuramanda Rizkiyah Nurhamni Nurhamni Nurhayati Hamid Nurhayati Nurhayati Nurlatipah Nasir Permadi, Cicip Zemi Pratiwi Pratiwi Pratiwi, Komang Senja Putra Pratama Putri Syifarani, Athiyah Putri, Azmi Mardia Rachmad Rachmad Rafli, Moh Rahma, Deslya Wati Rahmat Ramadhan, Bayu Ramlah, ST Rezky Handayani, Ika Riski Melani Riskiyani, Riskiyani Risti Indah Sari F Riyanti, Rivani Arva Royna, Nanda Aprilia Roynaldo Ondey, Hezron Rusli, Damay S. Pali, Yunus Safana, Nabila Safitri, Aura Ramadhani Sahdiah, Sahdiah Santi, Alvi sanusi, Anwar Septiara, Siti Anadya Silviana, Evi Sinta Maryam, Sinta Siti Anisah Sitti Chaeriah Ahsan Stevanus Garuda Steven Ladjepe Suasa Suasa Suci Handayani, Suci Sudrajab Petalolo, Eli Sulfitri Husain Tala’a, Nadia I Theodorus Amarilla Suryadinatha Tobeli, Inggrid Toneke, Meyriska Chatrine Triani, Neni Veronika, Indah Wahyono, Effendi Yongki Leonard Pilongo Yuda Brahmantiar YULIANI Yulizar Pramudika Zulvina