Responsivitas Layanan Pengaduan Gangguan Keamanan Di Polres Pasangkayu: Upaya Peningkatan Kualitas Pelayanan Publik Kepolisian - Syaenuddin, Syaenuddin; Juharni, Juharni; Saenab, Saenab (Postgraduate Bosowa University Publishing, 2025)
Responsivitas layanan pengaduan terhadap gangguan keamanan merupakan variabel krusial dalam menilai kualitas pelayanan publik pada institusi kepolisian. Penelitian ini bertujuan untuk menganalisis secara mendalam tingkat responsivitas layanan pengaduan gangguan keamanan di Polres Pasangkayu dengan meninjau aspek struktur organisasi, prosedur pelayanan, sumber daya, serta budaya organisasi. Pendekatan penelitian menggunakan metode kualitatif dengan desain deskriptif melalui observasi partisipatif, wawancara mendalam, dan kajian dokumentasi. Informan penelitian dipilih menggunakan teknik purposive sampling, terdiri dari pejabat struktural Polres, petugas layanan pengaduan, masyarakat pengguna layanan, serta tokoh masyarakat. Proses analisis data dilakukan melalui tahapan kondensasi data, penyajian data, serta penarikan kesimpulan menggunakan model analisis interaktif. Temuan penelitian menunjukkan bahwa responsivitas layanan kategori sedang dengan variasi kinerja pada empat dimensi utama. Pada dimensi struktur organisasi, koordinasi internal dinilai berjalan efektif, namun mekanisme transparansi terhadap masyarakat masih terbatas. Dimensi prosedur menunjukkan adanya kesenjangan persepsi dan pengalaman antara petugas dan pelapor, terutama akibat proses persetujuan berlapis. Pada dimensi sumber daya, ketersediaan sarana teknologi dan fasilitas pendukung dinilai memadai, tetapi distribusi sumber daya manusia masih tidak merata. Sementara itu, dimensi budaya organisasi menggambarkan adanya komitmen pelayanan publik, meskipun implementasinya belum konsisten antarunit. Penelitian ini merekomendasikan pengembangan strategi terpadu melalui penyederhanaan prosedur, optimalisasi distribusi sumber daya, penerapan sistem manajemen kasus terpadu, serta penguatan budaya responsif untuk meningkatkan kualitas layanan pengaduan publik. Responsiveness in security complaint services is a key indicator of the quality of public service delivery within law enforcement institutions. This study aims to comprehensively analyze the level of responsiveness in handling security complaints at the Pasangkayu Police Department by examining organizational structure, service procedures, resources, and organizational culture. A qualitative descriptive research design was employed, utilizing participatory observation, in-depth interviews, and document analysis. Research participants were selected through purposive sampling and consisted of structural officials, complaint service officers, service users, and community leaders. Data analysis was conducted through the stages of data condensation, data display, and conclusion drawing using an interactive analytical model. The findings reveal that responsiveness falls within the moderate category, with varied performance across the four analytical dimensions. Organizational structure supports effective internal coordination; however, transparency toward the public remains limited. The procedural dimension indicates perceptual gaps between officers and citizens, largely influenced by multi-layered approval processes. The resource dimension demonstrates sufficient technological support and facilities, although human resource allocation remains uneven. Meanwhile, the organizational culture dimension reflects an institutional commitment to service values, though implementation consistency varies across units. Based on these findings, the study recommends implementing an integrated improvement strategy encompassing streamlined service procedures, optimized resource allocation, adoption of an integrated case management system, and strengthening a responsive service culture to enhance the overall quality of public security complaint handling.