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All Journal Jurnal Ilmu Sosial dan Humaniora Publisia: Jurnal Ilmu Administrasi Publik Dia: Jurnal Administrasi Publik JPAP (Jurnal Penelitian Administrasi Publik) (e-Journal) JURNAL KOLABORASI JPM (Jurnal Pemberdayaan Masyarakat) ASRO JOURNAL - STTAL JPP IPTEK (Jurnal Pengabdian dan Penerapan IPTEK) Jurnal Ilmiah Manajemen Publik dan Kebijakan Sosial Dinamika Governance : Jurnal Ilmu Administrasi Negara Aplikasi Administrasi: Media Analisa Masalah Administrasi Asketik: Jurnal Agama dan Perubahan Sosial Abadi: Jurnal Ahmad Dahlan Mengabdi MIMBAR : Jurnal Sosial dan Pembangunan JPMP Jurnal Archipelago Society Bulletin of Social Studies and Community Development
Lunariana Lubis
Fakultas Sosial Dan Ilmu Politik, Universitas Hang Tuah, Surabaya, Indonesia
Religion Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Engineering Environmental Science Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Medicine & Pharmacology Public Health Social Sciences Other

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Efektivitas Organisasi Layanan Informasi Publik dan Pengaduan dalam Perizinan Pangan Olahan: Bukti dari BPOM Surabaya Anita; Lunariana Lubis
JPAP: Jurnal Penelitian Administrasi Publik Vol. 12 No. 2 (2026): JPAP (Jurnal Penelitian Administrasi Publik)
Publisher : Universitas 17 Agustus 1945 Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30996/jpap.v12i2.133934

Abstract

The digitalization of regulatory public services has increased the need for effective information and complaint services that are accessible, responsive, and user-oriented. This study examines the organizational effectiveness of Information Services, Public Information and Documentation Management (PPID), and Complaint Handling in processed food licensing at BBPOM Surabaya using Duncan’s Organizational Effectiveness Theory. A qualitative case study was conducted through semi-structured interviews, direct observation, and document analysis involving service personnel and processed food business actors. Data were analyzed using an interactive model and validated through source and method triangulation. The findings indicate that organizational effectiveness is reflected across Duncan’s three dimensions, although performance varies among indicators. Goal Attainment is demonstrated through standardized services, complaint processing, user satisfaction, regulatory assistance, and compliance monitoring. Integration is reflected in coordination among organizational units, communication across administrative levels, information management, and stakeholder engagement. Adaptation is demonstrated through responses to regulatory changes, digitalization, and changing service needs by combining digital platforms with direct consultation. The study provides a contextual application of Duncan’s framework and demonstrates that organizational effectiveness depends on the alignment of goal attainment, integration, and adaptive capacity. Strengthening the interconnection among Information Services, PPID, and Complaint Handling can support more responsive and user-oriented regulatory service delivery.
Co-Authors Adil Ridlo Fadillah Aditya Tri Agustian Agus Subianto Agus Wahyudi Agusta Murphy Tarigan Agustian, Anditiya Tri Ahmad Haruna Abubakar Anita Anma Sofyan Wahyudi ARIE AMBARWATI Atha Nabila Raharjo Atyah, Umi Ayu Wulandari Gunawan Azmi, Muh Ulul Baharuddin Baharuddin Budi Rianto Deasy Arieffiani Deasy Arieffiani, Deasy Deasy Arieffiany Dewi Casmiwati Fandy Putra Agustyawan Gading Berlian Wati Nur Kumala Jarot Prianggoro Jumadil Jumadil M. Husni Tamrin Mas Roro Lilik Ekowati Mega Selvina Agusta Moh. Musleh Nabila, Atha Nani Azizah Nauval, Muh Nosakros Arya Nur Kumala, Gading Berlian Wati Prasetio, Muchammad Andika Rahmat Teddy Hariadi Rini Fatmawati Rusli Rusli Sasmito Jati U Satyas, Farhan Ramadani Sony Kunila Sri Hartati Sri Umiyati Sudibyo Sudibyo Sudirman Sudirman Sudirman Suprayitno Paendri Dayu Syafira Dyah Anggaraini Taufik, Wildan Tito Mariano Yesayabela Umi Atyah Safinatun Najah Viv Djanat Prasita Wildan Taufik Raharja Yuliansyah Zainal Abidin Achmad