LESTARY, MAEYKE (2022) STRATEGI PENANGANAN PENGADUAN MASYARAKAT DI KEMENTERIAN SEKRETARIAT NEGARA REPUBLIK INDONESIA. Sarjana (S1) thesis, Universitas Islam "45" Bekasi.
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Abstract
Public complaints at the Ministry of State Secretariat of the Republic of Indonesia are complaints addressed to the President, Vice President, and/or the Minister of State Secretary. Due to the large number of demands for the settlement of complaints at the presidential institution, it is necessary to have an appropriate strategy in managing complaints. This study aims to analyze the mechanism, complaint handling strategy, and analyze how much influence the innovation of the Public Complaints Information System (SINGAMAS) application has on the handling of public complaints at the Ministry of State Secretariat. This research uses the Mixed-Methods Sequential Exploratory research method. The acquisition of qualitative data includes in-depth interviews with key informants through purposive sampling. Meanwhile, quantitative data using saturated sampling on 26 respondents through a survey. The mixed data analysis technique is coding and descriptive analysis using the WMS (Weight Mean Score) technique. The results of the study indicate that the mechanism for handling public complaints that is running is optimal. Support for the strategy implemented in handling complaints is evidenced by the availability of technological resources that meet the needs in carrying out tasks, including the application of the Electronic Mailing and Disposition System (SPDE Open), the SINAMAS application and website-based mail checking. In adjusting the dynamics of the environment, there are service innovations such as monitoring and focal points for handling public complaints, as well as the pattern of handling complaints, namely "Pick up the Ball". The calculation of the innovation of the SINGAMAS application obtained a score of 4.16 in the Good category. The results of the influence of the SINGAMAS application on the handling of public complaints at the Ministry of State Secretariat are based on the One T-Test Sample Test of .000 < 0.05, and t-count 42.970 > t table 2,056 then Ho is rejected and Ha is accepted. Recommendations for researchers need to provide a complaint channel through social media, maintenance of facilities and infrastructure, and the development of an Easy Integration-based SINGAMAS application.
| Item Type: | Thesis (TA, Skripsi, Tesis, Disertasi) (Sarjana (S1)) | ||||||
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| Contributors/Dosen Pembimbing,NIDN Dosen bisa diakses di LINK https://bit.ly/NIDNdosenunismabekasi: |
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| Keywords / Kata Kunci: | Innovation, Public Complaint, Public Service, Strategy | ||||||
| Subjects: | Pelayanan | ||||||
| Faculty: | Fakultas Ilmu Sosial dan Ilmu Politik > Ilmu Administrasi Negara S1 | ||||||
| Depositing User: | Users 16 not found. | ||||||
| Date Deposited: | 01 Aug 2022 08:04 | ||||||
| Last Modified: | 01 Aug 2022 08:04 | ||||||
| URI: | http://repository.unismabekasi.ac.id/id/eprint/407 |
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