Penanganan Pengaduan (Complaint Handling) Dalam Pelayanan Publik (Studi Tentang Transparansi, Responsivitas, Dan Akuntabilitas Dalam Penanganan Pengaduan di Kantor Pertanahan Kota Surabaya II)
Abstract: Complaints are a
form of public dissatisfaction with the services provided by government
agencies. Contributions of complaints are in order to improve the quality of
public services, demand the government agencies to be serious in implementing
the handling of complaints (complaint handling). To gain a public confidence by
handling of complaints, then the principles of good governance are applied,
such as transparency, responsiveness, and accountability. The problems studied
in this research is how the Land Affairs Office in Surabaya City II deals with
the complaints based on the transparency, responsiveness, accountability of
funds. This research is considered as important because there are a number of
complaints submitted to the ministry in the land sector, while in the previous studies,
there has not anyone who examines the handling of complaints by the
transparency, responsiveness, and accountability. This study used qualitative
research methods with descriptive type in order to examine transparency,
responsiveness, and accountability in the handling of complaints. Meanwhile,
the technique of data collection is done by doing observation, study the
documents, as well as in-depth interviews with the informants. Determination of
informants conducted by purposive sampling technique because not all parties
involved in the complaint handling process. The results of this study indicate
that transparency, responsiveness, and accountability in the handling of
complaints in Land Affairs Office in Surabaya City II are still not good. This case
is apparently still found that the suggestion box is still not functioning
properly. Then, there are counters of complaints which are empty without the
presence of the officers who have been determined, because there are other
tasks in the field. Lack of human resources resulted in handling of complaints
is not on target and the complaints are still in considerable amounts.
Keyword: Complaint Handling,
Transparency, Responsiveness, Accountability
Penulis: Suci Styawan
Kode Jurnal: jpadministrasinegaradd120106
