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All Journal Briliant: Jurnal Riset dan Konseptual ARISTO Jurnal Administrasi Publik : Public Administration Journal Publik (Jurnal Ilmu Administrasi) Ganaya: Jurnal Ilmu Sosial dan Humaniora Al Qalam: Jurnal Ilmiah Keagamaan dan Kemasyarakatan Jurnal Pendidikan Sejarah dan Riset Sosial Humaniora (KAGANGA) JURNAL PENDIDIKAN TAMBUSAI JURNAL MERCATORIA Journal Publicuho IJoASER (International Journal on Advanced Science, Education, and Religion) JURNAL HUKUM dan KENOTARIATAN Pendidikan Multikultural Jurnal Mediasosian : Jurnal Ilmu Sosial dan Administrasi Negara Media Keadilan: Jurnal Ilmu Hukum Jurnal Inovasi Penelitian Nakhoda: Jurnal Ilmu Pemerintahan International Journal of Business, Law, and Education Journal Education Multicultural of Islamic Society Journal of Governance and Policy Innovation (JGPI) Jurnal Al-Qiyam Jurnal Tana Mana Jurnal Transformasi Administrasi SENGKUNI Journal (Social Science and Humanities Studies) Respon Publik Jurnal Indonesia Sosial Sains Journal Publicuho International Journal of Entrepreneur and Business Administration Open Access DRIVERset
Yaqub Cikusin
Universitas Islam Malang
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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 Abdurrohman, Abdurrohman Adilah, Nandis Afifuddin Afifuddin Afifuddin Afifuddin, Afifuddin Afifudin Afifudin Agus Zainal Abidin Agus Zainal Abidin Aina Nafisatul Khilmiah Ainun Harir Ainun Nisa Kamila alfiana rizky ramadhany Alvin Nur Chahya Rahman Ana Silviana Andita Niken Anggraeni Anggraeni, Andita Niken Aniyatum Mashfiyah Armansyah Ghalib Muzakhi Aurellia Chintia Deby Ayu Aprilia Ayu Fajarwati Bachtiar Fachry Affandi Bahrul Ulum Citra Ayu Rahmanda Dadang Krisdianto, Dadang Deni Adi Burohman Dimas Indra Laksmana Elsa Maharani Emy Fatmawati Fita Mustafida Fitri Katri Nuryanti Ganis Anjar Cahyani Halim Arifin Haning Tri Novianti Harnadi, Alfianta Dwi Hasrilah Hasrillah Hasrillah Hasrillah Hasrillah Hasrillah Hayat Hayat Hendra Hafid Risalbi Hutama Taufiq Rizqi Igul Igul Ilham Satrio Aji Ilma Kholida Imam Bukhori Indri Dwi Cahyanti Intan Rizqita Ningtihana Iska Arina Khairina Nainggolan Khairina Nainggolan, Khairina Khoiron Khoiron khoiron khoiron Khoiron Khoiron Kikin Aviandani Kunti Fadaliyah Langgeng Rahmatullah Putra Lathifaturrodiyah Lathifaturrodiyah Lulu Shobihatun Naqibah Luluk Nur Faizah Lutfi Hilman M. Djunaidi Ghony Mangesti, Yovita Arie Maulidiyah, Risti Fitri Megawati Megawati Mirin Primudyastutie Moh. Ibrahim Mohammad Rifyal Adam Muhammad Tang Mukhamad Ifan Fauzi Nada, Fairoh Aida Qothrun Nandis Adilah Nur Syarifuddin Nuraehan Nuraehan Nuryana Visi Firdaus Pradila Agatha, Yoke Rahmawati, Septina Dwi Ramadina, Savela Arthamevia Resti Ramadani Retno Wulan Retno Wulan Sekarsari Rizki Ahmad Fauzi Roni Pindahanto Widodo Roni Pindahanto Widodo Roni Pindahanto Widodo Rosichin Mansur Roudhotul Angelika Wibowo Rulam Ahmadi Ruslan Putra Rustam Dirgantara Putra Suharto S. Endang Prasetyawati Safitri, Selvi Dian Saifuddin Saifuddin Selvi Dian Safitri Shohib Muslim Siti Latifatul Imama Slamet Hidayat Turohman Slamet Muchsin Slamet Slamet Slamet Slamet Slamet Suhartono Sunariyanto Sunariyanto Sunariyanto, Sunariyanto Suryani Suryani Taufiq Rahman Ilyas Tauhidiah Sinansari Tiffany Heruveradita Uyyun Regia Fatva Wandra Wandra Wandra Wandra Wandra, Wandra Yandri Radhi Anadi Yaqub Yesi Nur Agustina Yoke Pradila Agatha Zainal Abidin Zulfatul Arin