PELAKSANAAN PENGADUAN MASYARAKAT DALAM MENINGKATKAN KUALITAS PELAYANAN PUBLIK (STUDI KASUS DI POSKO PENGADUAN KECAMATAN PULO GADUNG JAKARTA TIMUR)

VINNI GRAVITIANI, . (2020) PELAKSANAAN PENGADUAN MASYARAKAT DALAM MENINGKATKAN KUALITAS PELAYANAN PUBLIK (STUDI KASUS DI POSKO PENGADUAN KECAMATAN PULO GADUNG JAKARTA TIMUR). Sarjana thesis, UNIVERSITAS NEGERI JAKARTA.

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Abstract

Salah satu dimensi keberhasilan good governance adalah pelayanan yang berkualitas. Pelayanan dapat dikatakan berkualitas apabila layanan yang diberikan sudah sesuai dengan yang diharapkan oleh pengguna layanan. Dengan adanya pengaduan masyarakat menjadi tanda bahwa kualitas pelayanan yang telah diberikan oleh penyelenggara belum sesuai dengan harapan masyarakat. Penelitian ini bertujuan untuk mengetahui jenis-jenis pengaduan masyarakat yang masuk di Posko Pengaduan Kecamatan Pulo Gadung Jakarta Timur dan untuk mengetahui bagaimana pelaksanaan pengaduan masyarakat di Posko Pengaduan Kecamatan Pulo Gadung Jakarta Timur. Metode yang digunakan dalam penelitian ini yaitu metode penelitian studi kasus dengan teknik pengumpulan data yaitu wawancara dan studi dokumentasi. Kemudian analisis data yang digunakan adalah analisis data model Miles and Huberman dengan tahap-tahap analisis yaitu reduksi data, penyajian data, penarikan kesimpulan dan verifikasi. This study aims to find out kinds of public complaints was entered at Pulo Gadung Sub-District Command Post in East Jakarta and to find out how the implementation of public complaints at the Pulo Gadung Sub-District Command Post in East Jakarta. The method used in this study is the method of library research / literature study. Data collection techniques conducting by library research. From this study the results of the study can be drawn conclusions, namely: 1). Types of complaints entered at the Pulo Gadung Sub-District Complaints Post East Jakarta, namely questions, reproaches, comparisons, requests, suggestions, complaints in the delay of the service process, complaints in unclear information, and complaints of deviation from service standards: 2). The implementation of public complaints in improving the quality of public services at the Pulo Gadung Sub-District Complaints Post in East Jakarta has been carried out in accordance with the provisions of the Governor's Instruction Number 94 of 2019 concerning the Implementation of Receiving Public Complaints at the Mayor / Regent's Office, Camat and Lurah. Then, the smoothness of the routine implementation of complaints at the Pulo Gadung Sub-District Complaints Post was not optimal because there were still several obstacles. However, the expected impact of the implementation of community complaints at the Pulo Gadung Subdistrict Command Post in East Jakarta is to improve the quality of public service based on community participation to realize good public service governance that is sufficiently directed.

Item Type:	Thesis (Sarjana)
Additional Information:	1). Dwi Afrimetty Thimoera, S.H., M.H ; 2). Drs. Suhadi, M.Si
Subjects:	Hukum > Hukum (Umum)
Divisions:	FIS > S1 Pendidikan Pancasila dan Kewarganegaraan
Depositing User:	Users 4294 not found.
Date Deposited:	25 Aug 2020 12:52
Last Modified:	25 Aug 2020 12:52
URI:	http://repository.unj.ac.id/id/eprint/8598

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