ANALISIS PENGELOLAAN PENGADUAN PELAYANAN MASYARAKAT PADA DINAS PENANAMAN MODAL DAN PELAYANAN TERPADU SATU PINTU KOTA BANJARMASIN

Hidayatullah, Syarif (2021) ANALISIS PENGELOLAAN PENGADUAN PELAYANAN MASYARAKAT PADA DINAS PENANAMAN MODAL DAN PELAYANAN TERPADU SATU PINTU KOTA BANJARMASIN. Diploma thesis, Universitas Islam Kalimantan MAB.

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Abstract

Masyarakat mengeluh karena tidak puas dengan pelayanan publik yang diterimanya. Menteri Pendayagunaan Aparatur Sipil Negara dan Reformasi Birokrasi Republik Indonesia menerbitkan Peraturan No. 24 Tahun 2014 tentang Pedoman Pelaksanaan Manajemen Pengaduan Pelayanan Publik Nasional yang membentuk wadah atau saluran pengaduan masyarakat. Menurut perintah menteri, pengaduan terhadap layanan publik diizinkan untuk diajukan. Tujuan dari penelitian ini adalah untuk mengkaji proses dan alur penanganan pengaduan, serta mengidentifikasi hambatan dalam pengelolaan pengaduan pelayanan publik. Sumber informasi dan sumber informasi penting digunakan untuk menyusun data penelitian. Wawancara, observasi, dan dokumentasi digunakan sebagai strategi pengumpulan data, dan hasil penelitian dievaluasi menggunakan reduksi data, penyajian data, dan penarikan kesimpulan/verifikasi. Temuan mengungkapkan bahwa prosedur dan alur pengaduan Dinas Penanaman Modal dan Pelayanan Terpadu Satu Pintu Kota Banjarmasin tidak sesuai dengan Perda PAN RB No 24/2014. Kedua, ada dua (dua) alasan yang menjadi penghambat dalam penanganan pengaduan pelayanan publik: a) faktor internal, seperti kurangnya kompetensi personel dan petugas; dan b) masalah eksternal, seperti kurangnya sumber daya. People complain because they are not satisfied with the public services they receive. The Minister of State Civil Apparatus Empowerment and Bureaucratic Reform of the Republic of Indonesia issued Regulation no. 24 of 2014 concerning Guidelines for the Implementation of National Public Service Complaint Management which forms a forum or channel for public complaints. According to the minister's order, complaints against public services are allowed to be filed. The purpose of this study is to examine the process and flow of complaints handling, as well as identify obstacles in the management of public service complaints. Sources of information and important sources of information are used to compile research data. Interviews, observations, and documentation were used as data collection strategies, and research results were evaluated using data reduction, data presentation, and conclusion drawing/verification. The findings reveal that the procedures and flow of complaints from the Banjarmasin City Investment and One Stop Integrated Services Office are not in accordance with the PAN RB Regional Regulation No. 24/2014. Second, there are two (two) reasons that become obstacles in handling public service complaints: a) internal factors, such as the lack of competence of personnel and officers; and b) external problems, such as lack of resources.knowledge due to the lack of socialization regarding complaint material that is not in accordance with the duties and functions of this agency.

Item Type: Thesis (Diploma)
Uncontrolled Keywords: Pengelolaan; Pelayanan Publik; Pengaduan Masyarakat Management; Public Services; Community Complaints
Subjects: H Social Sciences > H Social Sciences (General)
H Social Sciences > HV Social pathology. Social and public welfare
Depositing User: Syarif Hidayatullah
Date Deposited: 11 Oct 2021 03:43
Last Modified: 11 Oct 2021 03:43
URI: http://eprints.uniska-bjm.ac.id/id/eprint/8324

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