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Putra Pratama
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Journal : Jurnal ADMINISTRATOR

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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 ., Fatria ., Zurohaina Abdul Basit Adie Dwiyanto Nurlukman Akbar, M. Rabbani Amalia, Rezki Andriani, Opi Arif Fadillah Arizal Aswan Aulia Rahman AVANA, NURLEV Baim, Adam Juelham Besar Agung Martono Catur Rahayu Daenulhay, Daenulhay Dandan Haryono Darmawan Saptadi, Darmawan Desmarini, Mutia Destia Dwi Mulyani Dhini Mufti Diva, Diva Elisabeth, Duma Megaria Fadlah K. Sinurat Hadiwijaya, Dudung Hananta, Bagas Oktaihza Havidh Pramadika Hendra Susilo Huddin, Muhammad Nurhaula Intam Kurnia Intan Intan Irdes Putra, Yogi Ivo Maelina Silitonga Jadmiko, Purbo Jujur Gunawan Manullang Junika Napitupulu Kurniastuti, Cahyani Kurniawan, Rocky Rinaldi Kuswanto Kuswanto Leon, Farah Margaretha Lubis, M. Luthfi Manda, Manda Manisa, Bunga Nurul Marbun, Sondang Maulana, Fuad Melanthon Rumapea Mesakh, Januardi Mustainah Mappatoba Muttaqijn, Imam Nadapdap, Kristanty M.N. Najmudin Nofroza Yelli Novandri, Weni Pangidoan, Ahmad Martua Panjaitan, Lady Cyntia Pauhesti Pradipta Setyanto, Refius Pratiwi, Suci Yanti Ikhlasul Purba, Dimita H.P. Purba, Febrindo Gratama Puri Wijayanti, Puri Rabiatul Adawiyah, Wiwiek Rintan Saragih, Rintan Rochmanti, Cindika Dwi Rosidi, Imron S, Novi Dwi Sahala Purba Sartika, Deri Saur Melianna Sipayung, Saur Melianna Simanjuntak, Gracesiela Y. Simanjuntak, Wesly A. Siregar, Elizabeth Siswanto, Silo Situmorang, Intan Dewita Suardi Sudarto Sudarto Sukma, Risa Oktiari Sultanali, Suleiman Susy Muchtar, Susy Tambunan, Jesica Tiara, Febby Walidaini, Febri Birrul Widyayanti Wiguna, Eric Tirta Yuliyzar, Ismayudin