Kebijakan dan Manajemen Publik
ISSN 2303 - 3411
Vol. 4 / No. 2 / Published : 2016-02
Order : 29, and page :283 - 292
Related with : Scholar Yahoo! Bing
Original Article :
Efektivitas media center dalam memberikan penanganan keluhan di dinas komunikasi dan informatika kota surabaya
Author :
- Muhammad Arif Hendramawan*1
- Mahasiswa Fakultas Ilmu Sosial dan Ilmu Politik
Abstract :
This study aims to describe the effectiveness of Media Centerin giving complaint handling services using descriptive qualitative method. The location of this study is the Department of Communication and Information of Surabaya with five informants from the internal department and six informants which are chosen as the representatives of the citizens. The informants were chosen by using purposive sampling, and the data was collected using observation, interview and documentation. The data was analyzed by reducing the data, presenting the data, and drawing a conclusion.The result shows that Media Centercould be considered an effective tool although based on the criteria of effectiveness this program still has some weaknesses such as the incompleteness of the infrastructures and the lack of monitoring and controlling on the performance of the program. The complaint handling also still has some weaknesses including the unclear responses toward the complainers; the information about the delays of complaint handling should wait the follow-up from the citizens; and the lack of clear information regarding the publication of the handled complaints data.
Keyword :
Effectiveness, public service, Complaint Handling,
References :
Budiani, Ni Wayan,(2007) Efektivitas program Penanggulangan Pengangguran Karang Taruna “Eka Taruna Bhakti†Desa Sumerta kelod Kecamatan Denpasar Timur Kota Denpasar Volume 2 No. 1 : Jurnal Ekonomi dan Sosial INPUT
