Kebijakan dan Manajemen Publik
ISSN 2303 - 3411
Vol. 3 / No. 3 / Published : 2015-03
Order : 6, and page :55 - 62
Related with : Scholar Yahoo! Bing
Original Article :
Keefektifan penanganan keluhan (complaint handling) di dinas kependudukan dan catatan sipil kota surabaya
Author :
- Muhammad Rizal Setiawan*1
- Prof. Dr. Jusuf Irianto., M.Com*2
- Mahasiswa Fakultas Ilmu Sosial dan Ilmu Politik
- Dosen Fakultas Ilmu Sosial dan Ilmu Politik
Abstract :
The aim of this research is to describe how is the realization customer complaints mechanism in Department of Population and Civil Registration Surabaya. So it can improve the public service quality. To find out how is the complaints mechanism can improve it, is used five indicators of effective handling customer complaints principle, which are accessible, simplicity, speed, fairness and confidentially. This research using qualitative method with descriptive type of research, the location of this research are in Department of Population and Civil Registration Surabaya. The informants of this research are staff of Department of Population and Civil Registration Surabaya who are appropriate in this major and customer of Department of Population and Civil Registration Surabaya who had made complains. All of them chosen by purposive. Data is collected through observation, in depth interview and documentation. Data analysis technique used in this research is data reduction data presentation and inference. Result obtained of this research show that complaint handling in Department of Population and Civil Registration Surabaya is effective.
Keyword :
public service, complaint, complaint handling,
References :
Denhardt, Janet V. and Denhardt,(2007) The New Public Service 3 : M.E. Sharpe Inc
Dwiyanto, Agus (ed). ,(2008) Mewujudkan Good Governance Melalui Pelayanan Publik 5 : Gajah Mada University Press
NSW Ombudsman,(2010) Effective Complaint Handling Guidelines 7 : Sydne
