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Responsivitas Pelayanan Publik Dinas Perhubungan Kota Malang terhadap Tingginya Tingkat Pengaduan Masyarakat Hendra Hafid Risalbi; Yaqub Cikusin; Hayat Hayat
Nakhoda: Jurnal Ilmu Pemerintahan Vol 20 No 1 (2021)
Publisher : Laboratorium Jurusan Ilmu Pemerintahan FISIP Universitas Riau

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35967/njip.v20i1.135

Abstract

Responsiveness is a form of sensitivity and ability of the government in providing services, including in the provision of services to public complaints made by the Malang City Transportation Service. This article aims to determine the responsiveness of the Malang City Transportation Service to the high level of public complaints and the inhibiting factors. To find out this type of research is descriptive - qualitative, with interview, observation, and documentation data collection techniques. This article shows that the responsiveness of the Malang City Transportation Service is quite responsive, this is evidenced by the decrease in the level of public complaints every month, especially in 2020. In addition, the responsiveness of the Malang City Transportation Service can also be seen from the service quality indicators, namely: (1) Tangible or physical evidence, (2) Reliability or reliability, (3) Responsiveness or responsiveness, (4) Assurance or assurance, and (5) Empathy or empathy. However, in the implementation of these services, there are obstacles, namely the number of people who do not understand the procedure for reporting complaints, the existence of complaints that are not in accordance with the facts on the ground, the existence of people who often demand speedy handling from agencies, and frequent miss communication to the public which has an impact on delays handling time.
Co-Authors Abdul Haris Nur Sugeng Abdul Muammar Imran Abid Zamzami Abidin, Agus Zainal Adilah, Nandis Adistya Shofia Finanda Adistya Shofia Finanda Afifuddin Afifuddin Afifuddin Afifuddin, Afifuddin Afifudin Afifudin Agnes Indriani Hasanah Agung Srihadi Hidayat Agus Zainal Abidin Agus Zainal Abidin Ahibbau Syaifullah Aldi, Bintang alfiana rizky ramadhany Aliffina Nurhariska Amalia, Laili Amalya Dwi Suryana Amanda Ayu Febriana Andi Tenri Sompa Andita Niken Anggraeni Andza, Hirzhi Anggraeni, Andita Niken Anif Diyan Firmansyah Aprilia, Thania Ardiansyah, Feri Achmad Ari Pradana, Silfa Azlina, Tengku Elmi Bagus Rangga Prayoga Brilian Ramadlan, Khoirus Syifa Corry Vicoresita Devina Ardiany, Della Devina Intan Minefa Dharma, Agus Surya Didik Supriyanto, Didik Dinda Septiana Djamila Usup Dwi Afriska Dwi Ayu Damayanti Dwi Febrianti Dwi Rahmawati, Septina Edi Gunawan Erika Patricia Eva Auliya Putri Fanisa Izzatul Maulida Fauziya, Roudhotul Figi Dwi Darianti Firman Maulana Firman Maulana, Firman Fitriani, Aida Nur Hamdhani, Rofiqa Marta Hasan Zayadi Hasrilah Hasrillah Hasrillah Hasrillah Hasrillah Hasrillah Hellanda Widiyanti Hemalia Veronica Hendra Hafid Risalbi Hermawan, Romy Hilmi Ainul Fajar Hirshi Anadza Hirshi Anadza Hirshi Anadza Hirzhi Andza Hoiruddin Hasibuan Hutama Taufiq Rizqi Ifatul Latifah Ifit Novita Sari Ihsan Imran, Abdul Muammar Indahwati, Baretha Iska Arina Izzati, Najma Laily Izzatul Hasibah Jainudin Djou Jihan Fira Fadhila Jihan Fira Fadhila Joni Hendriansah Kartani, Kartani Khairina Nainggolan Khairina Nainggolan, Khairina Kholifatus Syadiyah Kholifatus Sya’diyah Labib, Muhammad Mughni Lailatul Musdalifah Laili Amalia Laily Hidayah Langgeng Rachmatullah Putra Langgeng Rachmatullah Putra Lusiana Margareth Tijow M. Bashori Muchsin M. Daniel Septian M. Mas'ud Said M. Mas'ud Said Makhmudah, Mar’atul Mas’ud Said , Mohammad Masri Mas’ud Said , Mohammad Moch Erwin Saputro Mohammad Fasikhul Lisan Ahmad Mohammad Havid Fathurrozy Mohammad Mas'ud Said Mohammad Mas’ud Said Muayyadah, Nurul Nabila Natasya Wahyu Kallya Azahra Nadiatussilmi Nadiatussilmi Nadiatussilmi, Nadiatussilmi Najah, Savinatun Nandis Adilah Niken Ayu Febrianti Niswatun Nurul Fajri Nofindy Citra Danisma Nur Aisyah Khumairoh Nurul Umi Ati Ovilla Dwi Qoirunnisa Pradila Agatha, Yoke Putri Faradila Putri, Salsabilla Azzahra Niesma Rachma, Nadia Fitria Rafli Mahrum Rahman Ilyas, Taufiq Rahmawati, Septina Dwi Rani Nurul Laili Herzegovina Rasdiyanti, Aprilia Dwi Retno Wulan Sekarsari Retno Wulan Sekarsari Ridlwan, Muhammad Ama Rini Rahayu Kurniati Riqo Ayatillah Ririn Dwi Iriyanti Tatuhey Rizka Risdiyanti Rizki Ahmad Fauzi Rolisa Isvianti Rosdalina Bukido Rudianto Rudianto Rustam Dirgantara Putra Suharto Safitri, Selvi Dian Said, Mohammad Mas’ud Salfina Nur Imayati Salsabilla Azzahra Niesma Putri Salsabilla Azzahra Niesma Putri Selvi Dian Safitri Setiawan, Galih Wahyu Setiawan, Irza Shinwan Fadhil Siti Fatima Siti Nur Ainiah Slamet Hidayat Turohman Slamet Muchsin Suci Alifia Wardani Sudirman Sudirman Suhirmanto Suhirmanto Sukma Faradiba Sumiati Nafisah Sunariyanto Sunariyanto Sunariyanto, Sunariyanto Suyeno Suyeno Syadiyah, Kholifatus Syafaqotur Rohmah Taufiq Rahman Ilyas Tedy Winarno Tita Veby Wulansari Ulfa Safitri Vista Dwi Andani Wandra Wandra Wandra Wandra Wandra, Wandra Wilenda Yudha Pratama Afjan Wilujeng, Ananda Sri Windasai Windasai Wulansari, Tita Veby Yaqub Cikusin Yoke Pradila Agatha Zainal Abidin Zainal Muttakin Zamzami, Abid