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All Journal Jurnal Administrasi Negara Soshum: Jurnal Sosial dan Humaniora
Putera, Arifin Fajar
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Arts Humanities Economics, Econometrics & Finance Education Languange, Linguistic, Communication & Media Social Sciences Other

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COMPLAINT MANAGEMENT PADA SEKRETARIAT JENDERAL DEWAN PERWAKILAN RAKYAT REPUBLIK INDONESIA Putera, Arifin Fajar; Hasniati, Hasniati; Tamma, Sukri; Amalia , Ayu
Jurnal Administrasi Negara Vol 30 No 3 (2024): Jurnal Administrasi Negara
Publisher : Politeknik STIA LAN Makassar

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33509/jan.v30i3.3232

Abstract

Public trust in the performance of the bureaucracy in parliament is increasingly weakening because the apparatus is deemed not to show professionalism in completing its duties. This is reflected in the number of complaint letters that have not been resolved. Complaint handling strategies are an important part of managing community relations towards public participation. The Secretariat General of the House of Representatives of the Republic of Indonesia is required to provide quality services in accordance with established standards and be accessible to all levels of society. This research aims to analyze complaint services at the Secretariat General of the Indonesian People's Representative Council. The research method uses a qualitative descriptive approach. Data collection techniques in this research include interviews, observation and document review. This research uses four important aspects in handling complaints, which consist of empathy, responsiveness, fairness, and accessibility. Data collection was carried out in this research through direct interviews with informants who served at the Secretariat General of the House of Representatives of the Republic of Indonesia who were considered able to provide information related to complaint management. The results of research conducted at the Secretariat General of the People's Representative Council of the Republic of Indonesia regarding complaint management can be said to be quite good. However, there are still several aspects that need to be improved in complaint management, such as empathy, fairness and responsiveness
The Influence of Public Service Justice in Complaint Handling at the Secretariat General of DPR RI Putera, Arifin Fajar; Amalia, Ayu; Shanty Irma Idrus
Soshum: Jurnal Sosial dan Humaniora Vol. 15 No. 2 (2025): July 2025
Publisher : Unit Publikasi Ilmiah, P3M, Politeknik Negeri Bali

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31940/soshum.v15i2.98-108

Abstract

Public complaints play a critical role in providing feedback on service delivery, enabling institutions to enhance performance, promote accountability, and uphold social justice. This study examines the influence of perceived justice in complaint handling on public satisfaction within the Secretariat General of the House of Representatives of the Republic of Indonesia (DPR RI). Adopting a quantitative approach, data were collected from 258 respondents—comprising civil servants, private-sector employees, professionals, NGO workers, and the general public—using a Likert-scale questionnaire distributed via Google Forms. This research focuses on three dimensions of justice: distributive, procedural, and interactional. The findings indicate that interactional justice—encompassing respectful treatment, clear communication, and ethical behavior—has the strongest impact on public satisfaction. These results underscore the importance of interpersonal engagement during the complaint resolution process as a key factor in shaping public trust and improving institutional image. The novelty of this study lies in its comprehensive analysis of justice perceptions in the context of a legislative institution’s complaint management system—an area that has been relatively underexplored in prior research. Unlike existing studies that primarily focus on executive or frontline service agencies, this study provides new insights into how justice-based approaches in legislative complaint handling can enhance public service responsiveness, transparency, and credibility.
Co-Authors Amalia , Ayu Ayu Amalia Hasniati, Hasniati Shanty Irma Idrus Tamma, Sukri