PENGELOLAAN KOMPLAIN (KELUHAN) MASYARAKAT DALAM MEWUJUDKAN PEMERINTAHAN YANG BAIK DI KOTA SEMARANG
DOI:
https://doi.org/10.32493/jpkn.v4i2.y2017.p101-120Keywords:
management, complaints, public service, good governanceAbstract
The purpose of this study is to find out the problems that cause complaints, complaints management of society and business undertook Semarang city government to overcome obstacles in the management of community complaints in an attempt to realize good government in the city of Semarang. This research is a qualitative research. The research location is centered on Public Service Complaint Handling Center (P5) Semarang City. The source of data comes from the in-depth interviews conducted with employees P5, documents and questionnaires. Data were collected through interviews, documentation, and observation. To ensure the validity of the data the researchers used triangulation techniques and then performed the analysis. The results of this study indicate that the problem that raises the complaints in the community is the service both services and non-services from service providers (government of Semarang City) not in accordance with community expectations. In addition, complaints arise due to service providers and service users who violate the rights of other service users. Model of community resolving as an outcome of this research. Suggestion for government officials needs to pay attention and support the community to improve the services provided. For the next researchers who conduct an integrated academic study of various disciplines.
References
Arif, S. (2008). Paradigma Pelayanan Publik. Dalam Saeful Arif (ed) Reformasi Pelayanan Publik. Malang: PLaCIDS dan Averroes Press.
Inpres No. 1 Tahun 1995 tentang Perbaikan dan Peningkatan Mutu Pelayanan Aparatur Pemerintah Kepada Masyarakat.
Keputusan Menpan No. 63/KEP/M.PAN/7/2003 tentang Pedoman Umum Penyelenggaraan Pelayanan Publik.
Keputusan Menteri Negara Pendayagunaan Aparatur Negara Nomor PER/05/M.PAN/4/2009 tentang Pedoman Umum Penanganan Pengaduan Masyarakat Bagi Instansi Pemerintah.
Monier, A.S. (2001). Manajemen Pelayanan Umum di Indonesia. Jakarta: Bumi Aksara.
Rahmayanti, N. (2010). Manajemen Pelayanan Prima. Yogyakarta. Graha Ilmu.
Rosyada, D., dkk. (2005). Demokrasi Hak Asasi Manusia Dan Masyarakat Madani Tim Ice Uin Jakarta. Jakarta: Kencana Prenada Media Group.
Suandi, I. W. (2010). Eksistensi Kebijakan Publik dan Hukum Dalam Pemerintahan Daerah. Jurnal Ilmiah Fakultas Ilmu Sosial dan Ilmu Politik Universitas Udayana bali. Vol. I No. 01, Tahun 2010.
Sutomo, dkk. (2007). Manajemen Sekolah. Semarang. UPT Percetakan dan Penerbitan MKK UNNES PRESS.
Suyahmo. (2009). Relevansi Etika Aristoteles dengan Etika Pancasila. FIS (Forum Ilmu Sosial). Volum 36 No. 2 Desember 2009.
Undang-Undang No. 25 Tahun 2009 tentang Pelayanan Publik.
UUD 1945 (Amandemen ke empat)
Qudrat-I, K. (2009). UNDP On Good Governance. International Journal of Social Economics. Vol. 36 No. 12, halaman 1167-1180 www.emeraldinsight.com/0306-8293.htm. Diakses pada tanggal 11 Januari 2011.
Downloads
Published
How to Cite
Issue
Section
License
This journal is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
