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All Journal Nakhoda: Jurnal Ilmu Pemerintahan Respon Publik Open Access DRIVERset
Hendra Hafid Risalbi
Universitas Islam Malang
Social Sciences

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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.
RESPONSIVITAS DINAS PERHUBUNGAN KOTA MALANG TERHADAP TINGGINYA TINGKAT PENGADUAN MASYARAKAT (Studi Kasus Pada Bidang Pelayanan Dinas Perhubungan Kota Malang) Hendra Hafid Risalbi; Yaqub Cikusin; Hayat Hayat
Respon Publik Vol 15, No 8 (2021): Respon Publik
Publisher : Universitas Islam Malang

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (169.073 KB)

Abstract

ABSTRAKPenelitian ini didasarkan pada adanya isu atau masalah tentang tingginya tingkat pengaduan masyarakat di Dinas Perhubungan Kota Malang pada awal tahun 2020. Maka dari itu, Dinas Perhubungan dalam mempertanggungjawabkan pengaduan masyarakat harus dikaji kembali guna meningkatkan kualitas dan efesiensi  pelayanan publiknya, sehingga tidak terjadi peningkatan volume pelaporan dan pengaduan masyarakat yang masuk. Penelitian ini bertujuan untuk mengetahui implementasi pelayanan publik Dinas Perhubungan Kota Malang dalam mempertanggungjawabkan pengaduan masyarakat beserta hambatan-hambatan yang dialami pada implementasi tersebut. Untuk mengetahuinya digunakan jenis penelitian deskriptif-kualitatif, dengan teknik pengumpulan data wawancara, observasi dan dokumentasi. Hasil penelitian menunjukan bahwa ada penurunan tingkat pengaduan masyarakat yang menunjukan bahwa adanya pelayanan publik di Dinas Perhubungan Kota Malang membaik. Disisi lain, terdapat hambatan pada implementasi tersebut adalah banyaknya masyarakat yang belum paham prosedur untuk melakukan pengaduan, adanya pengaduan yang tidak sesuai dengan fakta,   adanya masyarakat yang sering menuntut kecepatan penanganan masalah dan sering terjadinya miss communication kepada masyarakat. Kata Kunci: pelayanan publik, pengaduan masyarakat, pertanggungjawaban, dinas perhubungan kota malang
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 Hayat Yaqub Cikusin